Customer Experience Lead
Genspark
Customer Service
Palo Alto, CA, USA
Posted on Mar 21, 2026
Customer Experience Lead
Palo Alto
GTM
Hybrid
Full-time
About Genspark
Genspark is revolutionizing how people access and interact with information through AI-powered search and productivity tools. Our Genspark for Business platform empowers teams and enterprises to harness cutting-edge AI technology for enhanced productivity, collaboration, and decision-making.
About the Role
We’re seeking an AI-native Customer Experience Lead to join Genspark and define how we interact with our rapidly growing user base across online communities and support channels. This is a high-impact role at the intersection of customer insight and product innovation, where you’ll utilize, deploy, and push the limits of the latest AI solutions to manage communities (Reddit, Discord, etc.) and transform support interactions into structured product intelligence.
You’ll be hands-on with our users, helping solve their issues and serving as the strategic bridge between our users and product development, using cutting-edge AI tools to turn thousands of conversations into clear action items that help drive our roadmap. This isn’t traditional support management—you’ll be architecting the future of AI-powered customer experience while being extremely adaptive and AI-native in your approach.
What You’ll Do
Customer Escalations & Community Strategy
- Support our customers across online platforms and manage complicated escalations
- Write world-class copy: Craft exceptional communication ranging from empathetic support responses to technical documentation, feature announcements, and community guidelines
- Own community platforms from the support side: Foster vibrant, high-signal environments across Reddit, Discord, and social channels where users feel supported and heard
- Own the voice of the customer: Work closely with our community across Discord, Reddit, and support channels to gather, analyze, and synthesize feedback from users and enterprise clients
- Drive prioritization: Filter, sort, and rank customer insights using AI-powered analysis to identify the highest-impact opportunities that will shape our product roadmap
AI-Native Operations & Workflow Development
- Leverage cutting-edge AI tools and emerging AI technologies daily to build automated workflows, create intelligent triage systems, and multiply your effectiveness
- “Vibe code” solutions: Build custom automations, analysis scripts, and AI-assisted processes that help us scale community engagement and support without linear headcount growth
- Push the limits: Stay at the forefront of AI tool development, constantly experimenting with new solutions to improve how we listen to and serve our users
Cross-Functional Collaboration
- Bridge community and product: Serve as the critical link between customer-facing interactions and technical teams, ensuring seamless communication and alignment
- Structure feedback loops: Transform unstructured conversations into clear, categorized action items for product, engineering, and design teams
What You’ll Bring
Required Experience
- 3+ years of customer experience, community management, or user-facing roles at tech companies with demonstrated impact at product-led growth companies or AI/tech startups
- AI tool fluency: Daily expertise with modern AI tools (ChatGPT, Claude, Cursor, Perplexity) and proven ability to build automated workflows that multiply personal effectiveness
- Platform mastery: Deep experience managing online communities on Discord, Reddit, or similar platforms with an understanding of community dynamics and moderation
- Demonstrable impact: Clear evidence of successful community programs or customer experience initiatives that drove measurable business results
Core Competencies
- Customer-first mindset: Obsessed with understanding and solving real customer problems, with ability to distinguish between feature requests and underlying needs
- AI-native thinking: You default to “How can I use AI to do this 10x better?” and naturally integrate new tools into your workflows
- Exceptional communication: World-class written communication skills with ability to adapt tone across professional support, technical documentation, and casual community interaction
- Systems thinking: Strong instincts for building scalable processes and automations rather than one-off solutions, with bias toward efficiency and workflow optimization
- Analytical rigor: Ability to synthesize complex, often conflicting feedback into clear priorities backed by data, patterns, and strategic thinking
Cultural Fit - You Are:
Ambitious: You think big and want to build products that create billions of dollars of impact
Extremely motivated & passionate: You bring infectious energy and genuine excitement about the problems we’re solving
Competent: You have the skills and experience to back up your ambitions—you’ve done this before and done it well
Fast & tireless: You move with urgency, iterate quickly, and maintain high energy in a fast-paced startup environment
Humble: You check your ego at the door, listen intently, and are always learning
Collaborative: You thrive in cross-functional environments and build strong relationships across the organization
Why This Role Matters
This is not a typical customer experience or community role. You’ll be building the feedback loops and AI-powered systems that will serve millions of users globally and shape how enterprises leverage AI for productivity and decision-making. The insights you gather, the communities you nurture, and the processes you create will have a direct, measurable impact on our product trajectory as we scale to serve the world’s leading organizations.
Req ID: R23