Customer Experience Lead

At Hey Taco, 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.

We’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 Hey Taco better.

We’re looking for someone to own the customer experience at Hey Taco — from the first time someone considers using Hey Taco through becoming a happy, long-term customer.

If 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.

We are looking for a Customer Experience Lead to own the customer journey at Hey Taco.

This 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.

On 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 Hey Taco 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.

You’ll own the experience from:

Demo → Trial → Conversion → Onboarding → Support → Success → Retention & Expansion

Your job is ultimately pretty simple: help people learn about Hey Taco, get value from it, and love being a customer.

Because 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.

You are a self-directed, proactive person who genuinely likes people and likes solving problems for them.

You're curious. If a customer asks an unusual question, you want to understand why. If an account suddenly stops using Hey Taco, 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).

You care more about creating a great outcome than staying inside the boundaries of your job description.

You'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.

You like working at a small company where you can wear lots of hats, have real ownership, and see the impact of your work.

Most importantly, you don't wait around to be told what to do. You notice opportunities and problems and take ownership of them.

Examples of things you'll be working on include:

• Serve as the primary point of contact for Hey Taco customers and provide thoughtful, fast, and genuinely helpful customer support
• Help new customers get started with Hey Taco and make sure they're getting value from the product
• Proactively identify customers who could benefit from additional help, education, or outreach
• Monitor customer health and usage to identify adoption opportunities and potential churn risks
• Build relationships with customers and understand what makes Hey Taco valuable to their teams
• Lead product demos for prospective customers and help them understand whether Hey Taco is right for their organization
• Follow up with prospective customers throughout their trial and help turn successful trials into happy customers
• Answer pricing and product…