{"id":2407635,"url":"https://alion.io/job/heytaco-customer-experience-lead","title":"Customer Experience Lead","company":{"id":1832970,"name":"HeyTaco","domain":"heytaco.com","url":"https://alion.io/company/heytaco","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Alexandria, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zoom","optional":false},{"name":"Google Workspace","optional":true},{"name":"Microsoft Teams","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-13T10:57:38Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"A quick note about us\nAt HeyTaco, we help thousands of teams around the world build stronger cultures through gratitude and recognition. With a taco in our name, we believe work should be a little more human - and a lot more fun.\nWe’re a small, customer-funded software company, which means our customers are at the center of how we make decisions. We listen to them, learn from them, solve problems for them, and use what we learn to make HeyTaco better.\nWe’re looking for someone to own the customer experience at HeyTaco - from the first time someone considers using HeyTaco through becoming a happy, long-term customer.\nIf you love talking to people, solving problems, figuring things out, and working on feel-good software that genuinely makes people's work lives better, read on.\nAbout the role\nWe are looking for a Customer Experience Lead to own the customer journey at HeyTaco.\nThis isn't a traditional Customer Success role where you'll inherit a portfolio of accounts and spend your days running scheduled check-ins. We're a small team, so you'll have the opportunity to work across the entire customer lifecycle.\nOn any given day, you might help an admin solve a problem, give a demo to a prospective customer, follow up with someone whose trial is ending, notice that an existing customer isn't getting as much value from HeyTaco as they could, talk to a longtime customer about what they'd love to see us build next, or share a pattern you've noticed with our product team.\nYou'll own the experience from:\nDemo → Trial → Conversion → Onboarding → Support → Success → Retention & Expansion\nYour job is ultimately pretty simple: help people learn about HeyTaco, get value from it, and love being a customer.\nBecause we're a small company, we won't hand you a script for every situation. We're looking for someone who is curious, proactive, and comfortable figuring out what needs to happen next.\nWho you are\nYou are a self-directed, proactive person who genuinely likes people and likes solving problems for them.\nYou're curious. If a customer asks an unusual question, you want to understand why. If an account suddenly stops using HeyTaco, you notice and want to find out what happened. If you hear the same feedback five times, you don't just answer the fifth customer - you tell the team there might be something worth fixing (or you fix it yourself).\nYou care more about creating a great outcome than staying inside the boundaries of your job description.\nYou're equally comfortable jumping on a Zoom call with a prospective customer, digging into usage data, writing a thoughtful customer email, troubleshooting an issue, and sharing an idea with the product team.\nYou like working at a small company where you can wear lots of hats, have real ownership, and see the impact of your work.\nMost importantly, you don't wait around to be told what to do. You notice opportunities and problems and take ownership of them.\nResponsibilities\nExamples of things you'll be working on include:\nServe as the primary point of contact for HeyTaco customers and provide thoughtful, fast, and genuinely helpful customer support\nHelp new customers get started with HeyTaco and make sure they're getting value from the product\nProactively identify customers who could benefit from additional help, education, or outreach\nMonitor customer health and usage to identify adoption opportunities and potential churn risks\nBuild relationships with customers and understand what makes HeyTaco valuable to their teams\nLead product demos for prospective customers and help them understand whether HeyTaco is right for their organization\nFollow up with prospective customers throughout their trial and help turn successful trials into happy customers\nAnswer pricing and product questions and help prospective customers through the buying process\nIdentify opportunities for existing customers to get more value from HeyTaco, including Deluxe upgrades and expanded adoption\nCreate and send customer communications about new features, product updates, and other important changes\nTalk with customers to understand their needs, challenges, ideas, and feedback\nBring customer insights back to the rest of the HeyTaco team to help inform product decisions and priorities\nIdentify recurring customer questions or friction points and find ways to improve the experience rather than solving the same problem repeatedly\nHelp us improve the systems, processes, help docs and tools we use to understand and serve our customers\nLook for opportunities we haven't thought of yet to make HeyTaco's customer experience even better\nRequirements\n2 - 5 years experience in Customer Success, Account Management, Customer Support, Customer Experience, SaaS sales, or another customer-facing role\nExperience working with a SaaS or technology product\nExcellent written and verbal communication skills\nComfortable leading customer and prospect conversations over video\nStrong problem-solving skills and a willingness to dig into unfamiliar problems\nAbility to understand customer needs and translate them into actionable insights\nComfort working with data and using customer behavior or product usage to inform decisions\nAbility to work independently and make good decisions without needing constant direction\nCuriosity and an eagerness to understand how both the product and the business work\nAbility to manage your workload, prioritize your responsibilities, and self-direct towards your goals\nA builder’s mindset: you spot problems, own them, and turn ideas into action-fast and with care.\nIntegrity: saying what you are going to do, and then doing it \nGreat listening skills, curiosity and a constant desire to learn \nCoachability: you seek out feedback and are comfortable giving feedback \nPatience, a sense of humor, and a knack for relating to people \nBonus points if you:\nHave worked at a small or early-stage SaaS company where everyone wears multiple hats\nHave experience owning both Customer Success and inbound sales conversations\nHave worked with Slack, Microsoft Teams, or Google Workspace products\nHave experience with product-led or self-service SaaS businesses\nHave used customer data to identify churn risk, adoption opportunities, or expansion opportunities\nEnjoy thinking about how a product could be better, not just helping customers use what already exists\nBenefits\nSalary range: $75,000 - $95,000 based on experience.\nWe also offer:\nAnnual performance bonus\n401(k) with employer match\n100% employer-paid health insurance for you and your family\nFlexible PTO\nFlexible hybrid work environment\nA small team where you'll have significant ownership and the ability to shape how we work\nCandidates must be authorized to work in the US; we currently don’t provide visa sponsorship\nWe're a small company, so we get to create an environment that takes care of what's important to our team as we go. Not everything is set in stone - besides our core values. We live them, on purpose, every day.\nPeople First: We value every relationship. Within our team and among our customers.\nDo The Right Thing: Integrity is the foundation for everything we do. So we do what is right - even when no one is watching.\nAlways Optimistic: We look at things with a positive eye and an open mind and always try to see the good in something first.\nBe Authentic: We celebrate all of the nuances that make us unique. Our differences make us better when we're together.\nMake It Fun: The fun doesn't just happen - we gotta make it happen.","description_format":"text","description_chars":7493,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Software","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-13T01:18:56Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["conf:1","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":false},"html_url":"https://alion.io/job/heytaco-customer-experience-lead","json_url":"https://alion.io/job/heytaco-customer-experience-lead.json","meta":{"generated_at":"2026-10-13T13:06:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20386,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1832970},"rest":"https://alion.io/mcp/rest/get_company?id=1832970"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fheytaco-customer-experience-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fheytaco-customer-experience-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fheytaco-customer-experience-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/heytaco-customer-experience-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fheytaco-customer-experience-lead"}]}