Customer Experience Strategist; Resume Drop - Begins

As a Customer Experience Strategist, you’ll be the face of Switchboard to campaigns large and small across the country. You will report to our Head of Customer and Growth.

You will serve as an expert in Switchboard’s suite of products and integrations (including texting, email, analytics, webforms, short links, and more). You will have the opportunity to grow and maintain direct relationships with customers, serving as a strategic and technical partner as they run their digital programs. We pride ourselves on being an exceptional and trustworthy partner to our customers, which means this role requires regular evening and weekend on-call shifts.

Internally, you will work closely with our Product, Engineering, Data Science, and Design teams.. Your expertise and the feedback you receive from customers will shape feature prioritization, new product development, and internal process improvements.

We won't be scheduling interviews or follow-up conversations during the resume drop period. Outreach for next steps will begin in mid-to-late November.

Resume Drop:
Now
- Mid November

Interview Outreach:
Mid
- Late November

Interviews:
December

Hiring/Start:
Early 2027

Because we're a small team, we're looking for someone who wants to take on significant ownership and play a large role in the growth and future success of Switchboard. While we’ve been around for several cycles now, we are still a scrappy tech startup. No task is too big or small for anyone at Switchboard.

You’re a good fit for this role if you are comfortable working in a highly collaborative, fast-paced environment and are able to give and receive feedback regularly. We're looking for someone who is hungry to challenge themselves daily, curious enough to help us build new or improve existing processes (including with AI), and open to learning new quantitative and qualitative skills.

• Has managed digital programs, including experience using a texting platform (if it’s Switchboard, even better!)
• Has customer or client-facing experience
• Has worked on campaigns or for a digital consulting firm (plus if specifically in digital fundraising)
• Has experience streamlining processes with AI tools, automation platforms, and/or data visualization software – if you haven’t had the opportunity to do this in your professional capacity, but can tell us about a personal project where you did this, please share!

We're looking for candidates who are excited to work in person in our DC office. We are not considering remote candidates for this role at this time.

Run a monthly check-in with one of our customers, and post an update in Slack for the rest of the company to hear about new ways they are using Switchboard’s API.

A customer writes in wanting to use our email tool. Get their account configured for email and share a few of our help docs with them to help explain email deliverability.

Attend a meeting with one of our internal “pods” (engineering teams) to test a new feature before it ships next week. You provide context on which customers you think will be the most eager to use this feature and where you think customers might get confused (which you then help write some FAQ’s around for the help doc). On your way out of the meeting, you flag a new feature request that you logged in Linear for the Product Manager and discuss priority ahead of election day.

You’ve been wanting to improve the way the Customer Experience team manages Short Code onboarding. You spend half an hour building a shared Claude skill for the team to use that helps avoid…