Head of Customer Experience, North America

About Rapsodo

Rapsodo is a global sports technology company transforming how athletes train and improve through data, video, and performance analytics. With headquarters in Singapore and offices across the United States, Turkey, Japan, and Malaysia, Rapsodo delivers professional-grade performance technology to athletes, coaches, and teams at every level.

Our technology is used by Major League Baseball organizations, leading golf professionals, NCAA athletic departments, and thousands of athletes worldwide.

As we continue expanding our hardware + software ecosystem, marketing plays a critical role in driving product adoption, community engagement, and recurring platform usage.

The Role

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.

What You Will Own

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

What We're Looking For

Experience

• 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 improvements