Customer Experience Strategist (Resume Drop - Interviewing Begins Nov/Dec 2027)

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, shortlinks, 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. 

Timeline for This Role: 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

The Ideal Candidate

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.

Experience We Are Looking For:

• 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 . 

A Day in the Life on Switchboard's Customer Experience Team:

Relationship building: 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.

Onboarding: 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. 

Working with the Product Team: 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.

Improving internal processes: 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 a common process oversight. Later, you'll explain how to use this in the upcoming CX meeting and write an internal runbook entry about it. After putting the finishing process on your new project, you finish up a few urgent 10DLC registrations that came in, working with our downstream vendor to expedite a few for a faster turnaround.

Managing support tickets and deliverability alerts: You're on-call after work today. You get paged a couple times in the evening with customer questions. Two of them you're able to investigate and triage on your own, but one requires posting in a shared Slack channel with the engineer on-call. You collaborate with them and realize there is a bug in a part of our product. You and the engineer figure out a workaround for the customer tonight and you'll follow-up in the morning to make sure the broader issue is being handled by the right team. Just as your on call shift is ending, you get paged with an internal texting deliverability alert. You do some testing to make sure there isn't a widespread issue (and check our vendor status pages), and resolve the alerts. 

Compensation

• $140k-$150k annual salary 
• Switchboard covers 100% of health, dental, and vision coverage for employees and 80% for dependents
• Employer-provided long-term disability and life insurance
• 21 days of paid time off plus federal holidays
• Unlimited sick leave
• 16 weeks paid parental leave for parents of any gender, including adoptive parents
• 401(K) match with immediate vesting

Diversity

We believe the best products and companies are built by diverse teams where everyone's perspectives are heard and respected. We strongly encourage people of color, LGBTQ+, women, and members of other underrepresented groups to apply. Even if you're not sure if the role is a good fit, please apply! We are committed to providing reasonable accommodations to individuals with disabilities in the hiring process and on the job.

Candidates must be authorized to work in the US. We're unable to sponsor work visas at this time.