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.

Were already trusted by over 10000 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 Were Hiring

Customer Experience at Odin isnt a support function. Its how we win.

Our customers come to us at the highest-stakes moments of their professional lives. Theyre 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 customers experience better than the last.

If youve 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 whats urgent whats 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 dont just log it you advocate for it until its 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 youre 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.

• Youre 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.

• Youre tool-first and AI-fluent. You dont just talk about AI youve built things with it (a chatbot a Lovable page an automation a workflow anything). You learn new tools fast and youre allergic to manual work.

• You have high conviction. Youll push back youll challenge and youll back down when youre wrong. Youd rather be useful than be liked.

• Youre 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: 1000 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