About the role Firstbase.io is on a mission to build an “All-In-One Company OS” to enable global founders to launch, operate, and grow their businesses using Firstbase’s suite of products. We’re looking for a highly responsive, detail-oriented, and operationally excellent CX Program Manager to join our team. In this role, you’ll drive strategic initiatives to enhance the customer experience, optimizing processes through AI, automation, and data-driven decision-making. You will work cross-functionally with Product, Engineering, and Operations to identify opportunities for innovation, streamline support workflows, and ensure seamless execution of CX programs. If you thrive in a fast-paced environment, excel at stakeholder management, and are eager to shape the future of customer success and operational efficiency, we’d love to hear from you About Firstbase.io Firstbase.io is building an all-in-one Company OS to help define how founders across the globe launch, manage, and grow their businesses. More than twenty thousand founders from over 180 countries have used our incorporation product, Firstbase Start, to launch their startups. For many founders, " firstbase.io " has become what they type into their address bars when considering incorporating a business. We are backed by Y Combinator & our team, investors, and advisors include people from Apple, Gusto, Carta, Wise, Plaid, and many other great companies. Why you should join Firstbase is much more than just incorporation. Our team is dedicated to building products & solving some of the startups’ hardest problems, with particular focus on: Democratizing access to financial infrastructure Automating tasks every founder faces when running a business Making tools and resources more accessible to everyone, everywhere Building integrated solutions for founders and removing friction Delivering opportunities to traditionally overlooked founders and companies Democratizing access to knowledge Join us on a mission to help more companies succeed Who are we looking for We are looking for risk-takers with diverse experience who can provide fearless feedback. You will have the following duties Manage our BPO partnership: Work closely with our BPO partner to ensure they have the training, tools, and resources needed to deliver outstanding customer support. Drive CX and Support transformation: Leverage AI, automation, and analytics to optimize processes, enhance efficiency, and elevate customer experience. Define and track OKRs: Document key inputs and lead strategic initiatives that drive measurable improvements in CX performance. Lead AI-driven support innovation: Identify and implement AI-powered tools, automation workflows, and proactive support solutions to improve response times and reduce manual effort. Become a Zendesk expert: Utilize and optimize Zendesk’s full capabilities, including triggers, Guide, Explore, and messaging, to streamline workflows and enhance agent productivity. Bridge the gap between product and support: Ensure support teams stay up-to-date on product changes and have the knowledge to provide seamless assistance. Champion knowledge management: Develop and maintain a robust knowledge base that empowers both customers and agents with self-service solutions. You should meet the following requirements Be based in a LatAm country (although the position is remote) 4 years of experience managing customer service operations, preferably in a startup environment Proven experience optimizing BPO partnerships for efficiency and quality Strong analytical mindset with experience in leveraging AI and automation to improve CX Proficiency with Zendesk, including triggers, Guide, Explore, and messaging Exceptional communication and stakeholder management skills Highly responsive, proactive, and detail-oriented A strong desire to learn, experiment, and implement AI solutions for support operations Some perks you might enjoy Competitive salary & equity We lean on some of the best market data to ensure that we offer the most competitive compensation. Hybrid work environment We work both remotely & from our office in New York City – optimizing for collaboration while providing flexibility to team members. 21 days of PTO birthday off We offer flexibility to allow people to relax and recharge whenever they need it. Build your ideal work setup We understand that how you work is extremely important, so we provide a stipend to set you up for success here at Firstbase. Health benefits Firstbase offers health insurance reimbursements to both US and international employees Learning & development We provide a stipend together with resources to help people grow and develop in their careers. Amazing annual bonuses Every team at Firstbase has a bonus structure which usually accounts for 10% of OTE. If you think you're unqualified or don't meet all the requirements for this role, we encourage you to still apply. We celebrate diverse candidates, adjacent experiences, and simply put, good people who want to build great things. If that's you, then we'd love to meet.