Director of Customer Experience

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NY, US

4 days ago Requisition

Simple Mining | Full-time | Remote (US) with travel required, NY area preferred | Reports to Head of Revenue

Simple Mining is a Bitcoin mining hosting and infrastructure company headquartered in Iowa. We operate ten facilities with more than 150 MW of capacity, and we are expanding into AI and high-performance computing infrastructure. We have been named to the Inc. 5000 list of America's fastest-growing private companies two years in a row.

We are lean by design and we move quickly. Priorities shift as the business grows. People who need a fixed lane struggle here, and people who like an open field thrive. Nobody at Simple Mining waits to be told what to do: we hire for high autonomy and high accountability, and everyone pitches in beyond their job description when the work calls for it.

Our values are not wall art. We use them:

Grit. We give the extra rep, especially when it's easier not to. The muscle we protect as we scale.

Neighborly. We treat customers, communities, and each other the way good neighbors do.

Transparency. We communicate early and often. Our numbers, our progress, and our mistakes, before anyone has to ask.

Overdeliver. We promise carefully, then deliver more than we promised, every time.

Velocity. We act with urgency and move in days, not quarters. Speed in the right direction is how we win.

We are hiring a Director of Customer Experience to own and level up our customer support and customer experience function. This is a strategic leadership seat with a hands‑on edge: you set the vision and run the team, and when a high‑stakes escalation hits or volume spikes, you get in the weeds alongside them.

Today, our support team of three representatives handles roughly 150 tickets per week across general support and accounting pipelines,and they handle it well. Volume has been stable for over six months and the team keeps pace.

The opportunity now isn't more hands, it's more strategy.

Our Head of Revenue leads the team directly, and that worked at our last stage. It does not work at our next one. We're hiring someone to own the customer experience as a strategy: the journey, the metrics, the communications, how customers adopt and use the platform, and the cross‑functional standard for what being a Simple Mining customer feels like.

We want someone who looks at the business through the customer's eyes and redesigns it from there, the way the best product companies do: start with what the customer needs, then build the system backward.

You will own the entire post‑sale customer experience: the team, the metrics, the tooling, the customer communications, and the strategy. We already run a real support operation: strict SLAs, quarterly NPS, CSAT surveys, an AI ticket deflection agent, and a Hub Spot Service Hub instance we take seriously. Your mandate is to take an established function and make it exceptional: push SLA attainment higher, grow survey response volume, close the loop with detractors, build out the proactive customer success motion (onboarding, check‑ins, Q ‑style calls) that turns good support into retention, and grow enrollment in the ancillary programs that deepen every customer relationship.

You will also be the person hunting for leverage. We take automation seriously, and our AI ticket deflection agent is already working the queue. Your job is to keep pushing routine volume out of it, so the team's time, and yours, goes to the work that compounds: retention, relationships, and the customer…