About Kustomer

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built it’s platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage. 

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Facebook. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure! 

About the Role:

As Kustomer’s Head of Talent, you will be the right hand to the VP of People owning the critical function of Talent Acquisition. As a key leader on the People team, you will be responsible for all of talent acquisition including crafting and driving our strategy to scale beyond 400+ Krew members. 

Our VP of People is looking for a trusted advisor and leader, someone who loves the idea of leveling up the team’s processes, abilities and possibilities to help us hit our scaling goals. This leader loves leveraging metrics to find opportunities for creativity and growth within the TA team and the larger Kustomer org.

We have an incredible group of people here, people who are passionate about the work they do and supportive of their teammates -- it’s a facet of our culture that we strive to maintain as we scale and we need a leader who embodies these qualities and wants to ensure we continue to add more amazing people to our teams.

There is both incredible growth to be had here at Kustomer and beyond as we enter into our acquisition (see the ‘about us’ above). The adventure is only just beginning and this role is critical to our long-term success because our people are everything at Kustomer. 

Key Responsibilities:

Leadership - Successful scaling comes from successful leadership and investment in people. We are growing faster than ever before and are looking for a leader who loves partnering with the People side of the house to help align on a flawless plan to scale the company. You will be building, leading, and coaching a team of seven (and growing!) talent acquisition professionals to execute on our company-wide hiring plan. You will be the ying to the yang for the VP of People in crafting Kustomer’s 2022 recruitment, candidate experience, and talent branding strategies to enable us to achieve our next level hiring goals. 

Branding - the key to our long term growth is brand awareness and presence in the marketplace. Kustomer is doing amazing work in the Customer Service CRM space and we are looking for people who are passionate about helping others. We need to get our message out to more people and get everyone involved in improving the CS experience for all.

Diversity and Inclusion - When is this not important? Kustomer has made huge strides in our metrics in the last few years and it is a continued investment. We need a strategy and partnership from the Head of TA to continue to make this a success and find new ways to include all that we do and offer within our branding and hiring efforts.

Recruiting Excellence - As a partner to leaders and employees across all of Kustomer, this leader sets the bar for recruiting excellence at Kustomer. This role will be responsible for designing (or editing), implementing and maintaining the appropriate processes, tools, systems and training necessary to scale and support a world-class team.

Your qualities:

• Strong people leadership experience in Talent Acquisition, exhibiting strong coaching and mentoring skills in developing exceptional talent
• Deep understanding and ability to use data to drive performance, find efficiencies and diagnose issues within the recruiting process
• Master prioritizer, customer service provider, organizer and communicator
• Enjoyment in taking ambiguous situations to create structure and a defined plan to achieve
• Adept at managing company executives, including speaking the language of the business and ability to gain a deep understanding of company strategy

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage - even for families!, commuter benefits, and a flexible vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

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