Dallas or Austin · $80k–$120k base + Equity & Bonus · Reports to COO
You'll own the customer relationship from first clean through long-term retention — and build the community engine that turns satisfied customers into advocates. This is not a help desk role. Vella serves affluent homeowners who expect white-glove service. This application takes 15–20 minutes. Written responses matter more than your resume.
Paste a link to your resume (Google Drive, Dropbox, or personal site). Make sure sharing is set to 'Anyone with the link.'
Base salary range you're targeting (range is $80k–$120k + bonus/equity)
Your 2–3 biggest wins in customer experience, customer success, or community building. Include metrics. What was broken, what did you do, and what was the measurable result? (e.g. 'Increased NPS from 42 → 71 in 90 days by rebuilding the onboarding flow and launching a proactive check-in cadence'). Aim for 150–300 words.
Describe 1–2 customer experience systems you personally designed and implemented — support workflows, escalation frameworks, referral programs, VIP management processes, community engagement playbooks. Explain what it was, why you built it, how it worked, and the impact. Aim for 150–300 words.
How do you use AI today? Be specific — what tools, what workflows, what results? 'I use ChatGPT sometimes' won't cut it. 'I built an automated daily ops report using Claude that saves me 45 min/day' will.
SCENARIO: You just started as Head of Customer Experience at Vella. You're responsible for the full customer lifecycle for a premium home cleaning service that serves affluent homeowners in Dallas and Austin. You have a support team (including offshore partners), customer data, and an AI-augmented OS. In your first 3 days, you need to assess the current state of the customer experience and identify the highest-leverage improvements. Walk us through your exact approach: What data do you look at first? What questions do you ask? How do you decide what to fix first vs. what to leave alone? How do you start building relationships with high-value customers? How would you use AI to accelerate this? Aim for 300–500 words. Take your time — this matters.
Anything else — portfolio links, relevant context, why Vella. Optional.
