Head of Customer Experience and Operations

About Firstbase

Tens of thousands of businesses — from newly incorporated startups to public enterprises — rely on Firstbase to streamline compliance, finance, analytics, and every part of the back office. It is one platform to run your entire company.

Our goal is to make running a business feel like magic. We make it possible by owning the general ledger and unifying data across all business functions. Compliance tasks are flagged — and often resolved — automatically. Real-time business metrics are accurate, accessible, and easy to understand. And if you need to hire a new employee, send an invoice, or file taxes, you can do it from the same interface.

We're bundling what's never been bundled. We're not building an incorporation tool. We're not building an ERP. We're not building an "AI accountant." We are creating a new category entirely: the Company OS.

How we work

We cherish the moments when noise fades and we move with clarity, confidence, and focus — doing the right thing at the right time. These moments are when our best work happens, and we strive to create more of them.

We value craftsmanship over busyness, clarity over complexity, and resilience above all — whether it takes hard work or patience. We aim high, avoid mediocrity, and speak with fearless transparency.

We believe in accelerated career progression and take pride in growing talent from within, always preferring to promote our own before looking externally.

What you will do

As Head of Customer Experience & Operations at Firstbase, you'll own the strategy and execution of all customer-facing operations, ensuring that every interaction — from filings to financial services — is seamless, efficient, and customer-first. You will lead four critical areas:

• Customer Support – managing high-volume inquiries, escalations, and tickets with a best-in-class Zendesk operation;

• Operations – overseeing incorporation filings, registered agent services, and related compliance workflows;

• Accounting Services – leading a team of bookkeepers and controllers to deliver accurate, compliant bookkeeping services;

• Product Ops Squad – a dedicated internal tools team focused on automation and workflow optimization across CX and Operations.
  
  In this role, you will:

  • Design and execute CX and Ops strategies spanning onboarding, adoption, retention, and long-term value creation;

  • Lead and scale cross-functional teams (Support, Ops, Accounting, and Internal Tools), providing unified leadership and accountability;

  • Partner with Product and Engineering to shape internal tool development and influence the external product roadmap with customer and operational insights;

  • Drive AI-powered automation initiatives to improve efficiency, reduce manual workload, and enhance customer support quality;

  • Build and refine operational processes to ensure accuracy, speed, and compliance in filings, bookkeeping, and customer interactions;
    Monitor and report on CX, Ops, and Accounting KPIs using data tools (Looker, Metabase, or similar) to identify gaps and drive improvements;

  • Ensure high-quality execution of high-volume filings and financial operations with a focus on compliance, efficiency, and customer trust.
    

You should meet the following requirements

• years of experience in Customer Experience, Operations, or related leadership roles;

• Proven success managing multifunctional and remote teams (CX, Ops, Finance, or similar);

• Strong hands-on expertise with Zendesk (or equivalent) in high-volume environments;

• Direct experience in BPO operations (outsourced CX/service environments) with a track record of scaling distributed teams;

• Demonstrated ability to deploy and leverage AI tools to automate workflows and optimize team efficiency;

• Data-driven mindset with deep experience in analytics and reporting tools;

• Excellent communication and leadership skills, with high empathy and ability to influence cross-functionally;

• Comfortable operating in a fast-paced, high-growth, high-accountability startup environment.

Bonus points if you have:

• Background in fintech, compliance-heavy industries, or accounting services;

• Experience building or leading product-oriented internal tooling teams.

Perks & benefits

• Competitive salary & equity: We offer top-of-market pay and a generous equity package — so you're rewarded not just for your work today, but for the future you help create.

• Generous raises & stock refreshers: Your impact deserves recognition. We review compensation quite frequently to ensure you're rewarded as your role grows — including stock refreshers so you continue to share in the upside of what we're building together.

• Flexible work setup: We offer the freedom to work remotely, embracing diverse work styles, while NYC-based team members can opt for a hybrid setup, spending some days in the office to foster collaboration.

• PTO & other time off benefits: Take the opportunity to rest and recharge. No questions asked — it's time to disconnect and come back stronger. Plus, paid sick days, your birthday off, and national holidays.

• Gear to Thrive: We provide a renewable stipend on day one and every two years to create your perfect work setup — laptops, headphones, and more. It's about giving you the tools to do your best work.

• Comprehensive health benefits: Comprehensive health insurance reimbursement arrangement. No matter where you are, you're covered.

• Learning & development: We invest in your growth through a dedicated stipend for courses, events, and anything that helps you sharpen your skills and grow in your craft.

• Parental Leave: We support you through life's big moments — maternity, paternity, or adoption — with fully paid time off.

• Generous annual bonuses that grow: Expect a bonus that reflects your hard work — usually about 10% of your base salary in the first year. From your second year, a 20% annual multiplier boosts this, rewarding your consistent performance.

• Company Gatherings: We host annual retreats, quarterly in-person leadership planning, and occasional co-working days and happy hours — all fully covered to help us connect and have fun in person.

• Vacation bonus: After 3 years at Firstbase, you'll receive a generous vacation bonus to take that dream trip. It's our way of saying "thank you" for your commitment — we're here for the long haul, and we want you to enjoy the ride.

• Visa sponsorship: We support the best talent — wherever you are from. Firstbase offers visa sponsorship and renewal assistance if you are already in the US, or are looking to move to join our NYC-based team.

• Accelerated career progression: We grow from within. When new roles open up, we look to our own team first — because we believe in recognizing potential, rewarding performance, and giving our people the opportunity to level up.

Interested?

Even if you don't check every single box but you're passionate about the role and want to help build something great, we still want to hear from you. We value diverse experiences and unique perspectives.

Want to work at Firstbase but don't see an opening that fits your experience? Email us at — we will often "create" a role around a great candidate.

---