Head of Customer Experience – North America

About the role

Rapsodo, a global sports-technology company, is seeking a senior leader to own the end-to-end post-sale experience for its Golf and Diamond businesses across North America. Reporting to senior leadership, the Head of Customer Experience will design, build and operate the systems that onboard, activate, support and continuously engage customers, leveraging automation and AI to scale operations.

Key responsibilities

• Define and manage Tier 1 and Tier 2 support models, including quality standards, escalation paths and technical troubleshooting capabilities.
• Develop a customer-health framework using Zendesk data, product usage metrics, NPS and Voice-of-Customer insights to identify risk and drive proactive outreach.
• Implement AI-assisted tools to improve response speed, consistency and resolution time.
• Create and maintain dashboards, reporting cadence and playbooks for issue reviews and continuous improvement.
• Lead customer education programmes, certification tracks and knowledge-base content (both internal and external) to reduce support dependency.
• Own the post-sale activation workflow for hardware and software products, coordinating pre-install activities, expectation setting and early-churn detection.
• Partner with product and marketing teams to close the feedback loop between customers and product development.

Required profile

• Proven experience building and scaling customer-experience or support operations in a technology-driven environment.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent communication skills and a customer-centric attitude.
• Track record of leading cross-functional teams and driving process improvements.

Required skills

• Zendesk (support ticketing and reporting).
• Experience with AI-enabled support tools and automation platforms.
• Data-driven reporting and dashboard creation.
• Knowledge of NPS/Voice-of-Customer methodologies.