Head of Customer Experience

7 hours ago

Bengaluru, Karnataka, India InterLayer (EF F25) Full time

Company Description

InterLayer is an Applied AI research and product lab working at the frontier of intelligent interfaces, human-like agents, and autonomous customer experiences. We are replacing traditional UI- and human-led customer interactions across support, demos, onboarding, and training with agentic systems.

Role Description

We are seeking a Head of Customer Experience to help shape how customer-facing workflows are designed, delivered, and scaled within modern software products. This individual will play a critical role in translating real-world CX challenges into product and system requirements.

This is a foundational role with high influence on product direction and customer outcomes.

We're looking for a Head of Customer Experience to act as:

  • A design partner shaping the product
  • A domain expert who deeply understands CX failure modes
  • A thought partner/advisor as we replace traditional support teams with agents

What You'll Do

  • Break down real customer support, pre-sales, onboarding, and training workflows
  • Identify where humans are currently required and why
  • Highlight repetitive, high-cognitive-load tasks that agents should fully own
  • Work closely with the founding team to convert CX pain points into agent behaviors
  • Define what a human-like, video-based agent must do to fully replace reps
  • Shape workflows for autonomous resolution, not ticket deflection
  • Pressure-test whether agents can replace humans, not just assist them
  • Identify edge cases where current tools fail (chatbots, voice AI, helpdesks)
  • Help define success metrics beyond CSAT (resolution autonomy, ticket elimination)
  • Advise on ICP selection, rollout strategy, and adoption risks
  • Provide honest feedback when something won't work in the real world
  • Join as a long-term advisor or early leader as the company scales

Qualifications

  • Have 5–12+ years in customer experience, support, or operations
  • Have led or scaled CX at a B2B SaaS or complex product company
  • Evaluated or implemented chatbots, voice AI, or helpdesk automation
  • Worked in high-ticket B2B or complex enterprise products
  • Designed onboarding or training programs at scale
  • Are frustrated by current tools and human-dependent workflows
  • Believe most support, onboarding, and demos should not require humans
  • Are excited by AI replacing roles, not "augmenting" them

Compensation and Engagement

  • Base Salary: ₹30-50 LPA, depending on experience and engagement model
  • Equity: 0.5%–2.0% ESOP for full-time roles; advisory equity available for fractional engagement
  • Engagement Type: Full-time preferred; fractional or advisory roles considered for senior candidates
  • Growth Path: Opportunity to build and lead the CX function as the company scales

You will be shaping the future of User Interface and how customers interact with technology. If you believe customer experience should be autonomous, proactive, and human-free at scale, we want to talk.

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