Founding Customer Experience Lead

About Odin Odin is building the investment infrastructure for the future of private markets. We believe capital is one of the most powerful tools for shaping the world - and more people should be putting it to work. Our mission is to make it radically easier to raise and deploy capital, so that anyone, anywhere, can back the companies and ideas they believe in. Our first product is a full-stack platform for launching and running private investment firms - think Shopify for VC and PE. We handle all the infrastructure: from legals and investor onboarding to KYC/AML, payments, tax, reporting, and exits. We’re already trusted by over 10,000 angels, VCs, and founders. We administer over $500m in assets, covering investments from pre-seed to series E. This includes household names like ElevenLabs, OpenAI, SpaceX, xAI, Anduril, etc. but also new companies creating everything from synthetic brains to small nuclear reactors. Why We’re Hiring Customer Experience at Odin isn’t a support function. It’s how we win. Our customers come to us at the highest-stakes moments of their professional lives. They’re closing deals, calling capital, moving real money, and dealing with real regulators. When something breaks or feels uncertain, you are the person they turn to. You are the face of Odin in those moments. Your job is not to close tickets. Your job is to make sure customers love Odin so much they tell other people about us, and to build the systems, content, automation and feedback loops that make every future customer’s experience better than the last. If you’ve worked in customer support or investor relations and felt the function could be 10x sharper, more proactive, more product-shaping and less reactive, this role will resonate. Responsibilities Own the end-to-end experience for our customers (angels, VCs, GPs, LPs and founders) across the full deal lifecycle: pre-close, closing, post-close and ongoing reporting. Be the primary respondent on inbound questions across support and legal/compliance tickets, with the authority and judgement to move deals forward and resolve hard cases without escalation. Triage with judgement: spot what’s urgent, what’s risky (money or compliance), what can be self-served and what genuinely needs Product, Ops or Compliance, and route accordingly. Reduce ticket volume by going to the root cause. Identify the patterns, ship the fixes (help centre, macros, UX copy, forms, automations) and feed back to Product and Ops with clarity and conviction. The goal is fewer tickets next quarter than this one. Support building the AI-first toolkit alongside the rest of the team. Experiment with AI workflows, knowledge management, automation and instrumentation that let a small team handle 10x volume. Be the internal voice of the customer. When something keeps coming up, you don’t just log it, you advocate for it until it’s fixed, and then you go back to the customer and close the loop. Set the tone and standards for how Odin shows up to customers. Document what good looks like. Help the team raise the bar. Who You Are You take real pride in customer-facing work. You see it as a craft, not a stepping stone, and you’re allergic to “computer says no” responses. You have at least 5 years of experience in customer-facing operational roles. Direct experience in finance, fintech, fund administration, investor relations or VC operations is a strong plus, because our customers and the questions they ask require domain credibility. You’re calm and clear under pressure. When customers are stressed and money is on the line, you meet them where they are: confident, peer-level, no apology theatre, no fluff. When something is painful or repetitive, your instinct is to fix the root cause, not to power through it. You’re tool-first and AI-fluent. You don’t just talk about AI, you’ve built things with it (a chatbot, a Lovable page, an automation, a workflow, anything). You learn new tools fast and you’re allergic to manual work. You have high conviction. You’ll push back, you’ll challenge, and you’ll back down when you’re wrong. You’d rather be useful than be liked. You’re a high-ownership, low-ego team player. You leave ego at the door, you default to “we”, and you raise the bar through how you show up day-to-day. You can write really well. Tone matters. Our customers are sophisticated, busy and pay close attention. You want a startup, not a corporate. You can articulate why: high ownership, fast-moving, ambiguous, real impact, real growth, no waiting for permission. Benefits Health: Private health insurance (Vitality), paid sick leave including support for pregnancy loss and fertility treatments, and access to Spill for mental health support Wellness: £1,000 annual budget for health, therapy or fitness Parental Leave: Enhanced maternity, adoption, paternity and partner leave Pension: 4% employer contribution with salary sacrifice options Time Off: 25 days annual leave, 2 wellness days and flexible bank holidays (33 days total) Work From Anywhere: Up to 6 weeks per year working from anywhere globally Birthday Leave: An additional day of leave