Hi
I’m Aidan, founder of Maple. At Maple, we’re building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice. Our bigger mission is to build automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be. We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet. About the Role
At Maple, we believe the best customer experiences are engineered, not improvised. We’re looking for a
Customer Experience Engineer
— someone who thinks in systems, obsesses over user behavior, and has the empathy to deeply understand customers and the rigor to design processes that scale. This role sits at the intersection of customer success, product, and engineering. You will design and build the onboarding, adoption, and retention engine that powers Maple’s growth. Rather than reacting to tickets, you’ll proactively architect workflows, tooling, and feedback loops that help customers succeed automatically — and feel supported when they need a human. This is an ideal role for someone who is engineering-minded but people-oriented: curious, analytical, empathetic, and excited to learn technical concepts quickly, even if they haven’t come from a traditional software engineering background. Early hires in this role will directly shape how Maple scales to 40,000 customers and $100M+ in revenue. What You’ll Do
Design and build customer experience systems Engineer scalable onboarding, activation, and retention workflows
Reduce friction, confusion, and time-to-value across the customer lifecycle
Own onboarding as a product Design onboarding flows that guide customers to success with minimal human intervention
Use psychology, incentives, and behavioral design to drive adoption
Act as the bridge between customers and product Translate customer pain into structured insights for product and engineering
Identify recurring failure modes and design solutions upstream
Build tooling, documentation, and playbooks Create internal and external systems: SOPs, templates, dashboards, workflows
Help standardize “what great looks like” for customer experience
Monitor customer health and proactively intervene Track usage signals, churn risks, and expansion opportunities
Design proactive outreach and automation before issues escalate
Partner closely with Product, Engineering, and GTM Collaborate on experiments to improve activation, retention, and NPS
Help test, ship, and iterate on customer-facing improvements quickly
Drive toward clear outcomes Push toward a North Star of
70+ NPS
and
Constantly ask:
What system change prevents this problem from happening again?
What We’re Looking For
Engineering-minded thinker who naturally breaks problems into systems and workflows
High empathy — you genuinely care about how customers feel, think, and behave
Excited about using
psychology, incentives, and process design
to influence outcomes
Comfortable learning technical concepts quickly (APIs, workflows, tooling), even without a formal CS background
Experience in customer success, operations, solutions engineering, implementation, or consulting is a plus
Strong written and verbal communicator who can make complex ideas simple
Organized, proactive, and relentlessly curious
Energized by fast iteration, ownership, and responsibility
Excited about building during a once-in-a-generation technological shift (AI is eating the world)
This role rewards people who: See ambiguity as an opportunity
Prefer fixing root causes over patching symptoms
Enjoy building things that compound over time
Don’t Apply Here If…
Please don’t apply if you aren’t excited about: Working ~70 hours/week, in-person, with extremely driven people in NYC
Operating in a hyper-scaling environment with constant change and incomplete information
Taking ownership without waiting for perfect specs or permission
Shipping fast, learning fast, and killing ideas that don’t work
Building a generational company at the center of a massive technological inflection
How we work
We optimize for leverage.
That means great internal tooling, fast CI/CD, and code that scales across many customer types
We believe in deep ownership.
Engineers here talk to users, design features, and ship fast
We value clarity over process.
You’ll spend most of your day building, not waiting on decisions
We move in person.
We’re a tight-knit team that moves fast and solves problems together
What we offer
Competitive salary + meaningful equity
A real product with real usage and growing revenue
Strong In-person culture, fast feedback loops, and zero bureaucracy
A small team that feels like a founding team
Full health, dental, vision, 401k, life insurance, and unlimited PTO
Tools budget, coffee budget, whatever-you-need-to-be-great budget
Want to help reimagine how software works for real-world businesses? Let’s talk.
#J-18808-Ljbffr
I’m Aidan, founder of Maple. At Maple, we’re building AI agents that work for local businesses: restaurants, salons, repair shops, and everything in between. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice. Our bigger mission is to build automated ontologies that model how businesses actually operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be. We have many customers, strong revenue growth, years of runway, and backing from world-class investors. I’ll share more once we meet. About the Role
At Maple, we believe the best customer experiences are engineered, not improvised. We’re looking for a
Customer Experience Engineer
— someone who thinks in systems, obsesses over user behavior, and has the empathy to deeply understand customers and the rigor to design processes that scale. This role sits at the intersection of customer success, product, and engineering. You will design and build the onboarding, adoption, and retention engine that powers Maple’s growth. Rather than reacting to tickets, you’ll proactively architect workflows, tooling, and feedback loops that help customers succeed automatically — and feel supported when they need a human. This is an ideal role for someone who is engineering-minded but people-oriented: curious, analytical, empathetic, and excited to learn technical concepts quickly, even if they haven’t come from a traditional software engineering background. Early hires in this role will directly shape how Maple scales to 40,000 customers and $100M+ in revenue. What You’ll Do
Design and build customer experience systems Engineer scalable onboarding, activation, and retention workflows
Reduce friction, confusion, and time-to-value across the customer lifecycle
Own onboarding as a product Design onboarding flows that guide customers to success with minimal human intervention
Use psychology, incentives, and behavioral design to drive adoption
Act as the bridge between customers and product Translate customer pain into structured insights for product and engineering
Identify recurring failure modes and design solutions upstream
Build tooling, documentation, and playbooks Create internal and external systems: SOPs, templates, dashboards, workflows
Help standardize “what great looks like” for customer experience
Monitor customer health and proactively intervene Track usage signals, churn risks, and expansion opportunities
Design proactive outreach and automation before issues escalate
Partner closely with Product, Engineering, and GTM Collaborate on experiments to improve activation, retention, and NPS
Help test, ship, and iterate on customer-facing improvements quickly
Drive toward clear outcomes Push toward a North Star of
70+ NPS
and
Constantly ask:
What system change prevents this problem from happening again?
What We’re Looking For
Engineering-minded thinker who naturally breaks problems into systems and workflows
High empathy — you genuinely care about how customers feel, think, and behave
Excited about using
psychology, incentives, and process design
to influence outcomes
Comfortable learning technical concepts quickly (APIs, workflows, tooling), even without a formal CS background
Experience in customer success, operations, solutions engineering, implementation, or consulting is a plus
Strong written and verbal communicator who can make complex ideas simple
Organized, proactive, and relentlessly curious
Energized by fast iteration, ownership, and responsibility
Excited about building during a once-in-a-generation technological shift (AI is eating the world)
This role rewards people who: See ambiguity as an opportunity
Prefer fixing root causes over patching symptoms
Enjoy building things that compound over time
Don’t Apply Here If…
Please don’t apply if you aren’t excited about: Working ~70 hours/week, in-person, with extremely driven people in NYC
Operating in a hyper-scaling environment with constant change and incomplete information
Taking ownership without waiting for perfect specs or permission
Shipping fast, learning fast, and killing ideas that don’t work
Building a generational company at the center of a massive technological inflection
How we work
We optimize for leverage.
That means great internal tooling, fast CI/CD, and code that scales across many customer types
We believe in deep ownership.
Engineers here talk to users, design features, and ship fast
We value clarity over process.
You’ll spend most of your day building, not waiting on decisions
We move in person.
We’re a tight-knit team that moves fast and solves problems together
What we offer
Competitive salary + meaningful equity
A real product with real usage and growing revenue
Strong In-person culture, fast feedback loops, and zero bureaucracy
A small team that feels like a founding team
Full health, dental, vision, 401k, life insurance, and unlimited PTO
Tools budget, coffee budget, whatever-you-need-to-be-great budget
Want to help reimagine how software works for real-world businesses? Let’s talk.
#J-18808-Ljbffr