Head of Customer Experience, North America Full Time NEW

Company Overview

With its headquarters in Singapore and strategically placed offices across the United States, Turkey, Japan, and Malaysia, Rapsodo represents more than just sports technology and data analytics. It stands as the clear front-runner in providing affordable, professional-grade technology for athletes aiming to enhance their performance.

The company currently collaborates with partners such as The PGA of America, Golf Digest, Troon, various Major League Baseball teams, USA Baseball, and over 1,000 NCAA athletic departments.

Become a part of Team Rapsodo as we challenge limits and unveil endless potential, one data point and one heartwarming success story at a time.

Powered by Athletes who get it, and Engineers who can do it.

Role Purpose

The Head of Customer Experience is responsible for designing and operating the post-sale experience system across Rapsodo’s Golf and Diamond businesses.

This is not a traditional Customer Success leadership role. This role is focused on building the infrastructure, systems, and processes that ensure customers are successfully onboarded, activated, supported, and continuously engaged, and leveraging automation and AI to scale customer experience and support operations.

Key areas of focus include:

• Building scalable support and experience operations
• Structuring customer signals into actionable insights
• Improving onboarding, activation, and support quality
• Creating a closed-loop feedback system with Product and Engineering

The role owns the experience infrastructure, while working closely with:

• Diamond BU (which owns retention outcomes for Diamond)
• Marketing (which owns lifecycle execution and retention engine for Golf)

Key Responsibilities

1. Customer Support (Tier 1 + Tier 2)

• Own support model, structure, and quality
• Build and scale Tier 2 support capability (technical troubleshooting layer)
• Define escalation paths and support workflows
• Identify and implement AI-assisted support tools to improve response quality, speed, and consistency
• Improve resolution time and customer experience consistency

2. CX Operations (Critical Function)

• Own customer health model and risk identification
• Aggregate and structure:
• Zendesk data
• Product usage
• NPS / VoC
• Leverage automation and AI tools to improve customer insight generation, issue detection, and operational efficiency
• Build dashboards and reporting
• Define playbooks and operating cadence (weekly issue reviews, etc.)
• Drive the customer → product feedback loop

3. Product Education & Certification

• Own customer-facing education and training
• Build certification programs (including installer certification for complex hardware products)
• Ensure customers are properly enabled to use products
• Reduce support dependency through education

4. Knowledge Base (Internal + External)

• Define structure and standards
• Utilize AI to accelerate content creation and improve self-service support experiences

Internal:

• Troubleshooting flows
• Diagnostic steps
• Escalation criteria

External:

• FAQs
• How-to guides
• Onboarding / usage content

5. Customer Onboarding & Activation (Hardware + Software Products)

Own post-sale activation system for complex products:

• Pre-install coordination
• Customer expectation setting
• Onboarding readiness
• First 30-day activation
• Early churn detection

6. Customer Insights & Lifecycle Enablement (in partnership with Marketing)

Provide structured customer insights to inform lifecycle strategy, including:

• Onboarding friction points
• Activation gaps
• Common failure modes identified through support and usage data
• Partner with Marketing to ensure lifecycle programs are aligned with customer behavior and needs
• Feed customer signals (support data, usage patterns, NPS / VoC) into lifecycle optimization
• Collaborate with Product and Marketing to align lifecycle communication with product experience

Requirements

Role Qualifications

• 10+ years of experience across Customer Experience, Support, Customer Operations, or related functions
• Experience in technology, sports technology, consumer electronics, or SaaS-enabled hardware businesses
• Proven track record of building and scaling support and customer experience systems, not just managing teams
• Experience working in environments that combine hardware, software, and customer-facing operations
• Strong experience building processes and infrastructure in ambiguous or early-stage environments
• Experience leveraging automation, data, or AI tools to scale customer experience or support operations
• Experience working closely with Product and Engineering teams to translate customer issues into product improvement

Success Metrics

• Improved support quality and resolution time
• Reduction in repeat / avoidable tickets
• Clear and actionable customer insights feeding Product
• Strong onboarding and activation performance
• Increased automation and self-service resolution of customer issues
• Increased consistency in customer experience
• Effective cross-functional alignment across CX, Product, and Marketing

Leadership Profile

• Systems-oriented operator who can build structure, not just manage people
• Strong understanding of post-sale customer lifecycle (onboarding, activation, support, retention drivers)
• Forward-thinking operator comfortable applying new technologies (including AI) to improve customer experience
• Comfortable operating at the intersection of customer experience, product, and operations
• Strong cross-functional collaborator across Product, Engineering, Marketing, and Business Units
• Hands-on leader willing to engage in detail when needed, especially in early stages
• Entrepreneurial mindset with the ability to create clarity and processes in fast-moving environments