Reports to: Head of Operations
Location: Remote
Compensation: $70–80k base + $10k variable (support + commercial metrics) = $85k OTE
Equity: 0.05–0.1%

About the Role

Hampr is looking for a hands-on Customer Experience Lead to manage our customer support team while laying the foundation for our commercial account management function. This hybrid role splits time roughly 50/50 between leading support operations and supporting B2B client relationships.

This is a unique opportunity for someone who loves problem-solving, process improvement, and building scalable systems, while gaining experience with commercial customer engagement. Over time, this role will evolve into Head of Customer Support or Head of Account Management / Customer Success.

Who is hampr?

We are transforming the way residential and commercial clients manage laundry, providing an on-demand service powered by a marketplace of vetted washers. Our tech-enabled approach delivers high-touch service without the rigid contracts, minimums, or inventory headaches that typically burden businesses. With a focus on flexibility, quality, and care, we help our customers spend less time managing laundry and more time focusing on what they do best.

Responsibilities

Customer Support (50%)

• Lead a team of 2 senior agents and 3 junior agents.
• Manage monthly scheduling of agents.
• Handle escalated tickets and complex customer issues.
• Optimize support processes, tools, and workflows (Intercom experience is a plus).
• Monitor and own key support metrics: CSAT, first response time, resolution time.
  

Account Management / B2B (50%)

• Onboard new commercial customers and ensure accurate data in systems.
• Coordinate with Support and Ops to ensure supply is in place before launch.
• Conduct ad hoc check-ins and follow-ups with B2B clients.
• Help establish processes for proactive account management (revenue retention and expansion). One of the metrics you own is retention.
• Actively analyze client usage trends and revenue data to uncover early signs of churn.
• Build hypotheses about what drives client retention or drop-off and work cross-functionally to test and improve those moments.
• Collaborate with the Sales team on growth and upsell opportunities.
  
  

Cross-functional

• Provide actionable feedback to Product and Operations based on customer insights.
• Identify trends, propose process improvements, and scale best practices

Growth Path

Promotion to Head of Customer Support or Head of Account Management / Customer Success as Hampr scales.

• 3–5 years of experience in customer support, operations, or account management.
• Experience managing a small support team.
• Excellent written and verbal communication skills.
• Highly organized and process-oriented.
• Familiarity with Intercom or similar support tools preferred.
• Comfortable balancing operational and strategic responsibilities.
• Comfortable with flexible hours—client success doesn’t stop at 5pm
• Ability to read existing data and articulate missing data needs.
• Start up experience preferred.
• Two sided marketplace experiences a plus.

• Health Care Plan (Medical, Dental & Vision)

• Wellness Resources
• Work From Home
• Unlimited PTO
• Free laundry if your in a supported market
• Stock options