Head of Customer Experience, North America

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

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

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