VP Customer Operation

About us

WeWard is the app that rewards you for walking and turns everyday steps into real-life rewards, connections, and positive impact.

Our mission is to help people move more, feel better, and make movement meaningful.

Today, we are trusted by 30M+ users worldwide, with a fast‑growing, international team and offices in Paris and New York.

Our ambition is to build the world’s leading movement‑and‑rewards platform, scaling globally while using technology, data, and smart incentives to drive lasting behavior change and wellbeing at scale.

About the role

We’re hiring our first Head of Customer Experience, a senior, hands‑on operator who will own the entire relationship between WeWard and our 30M+ users, and become the voice of those users inside the company.

You’ll cover the full user journey: from the first support ticket, to the cash reward landing in a user’s bank account, to the insights that shape what we build next. You will be the single person accountable for turning what we hear from users into concrete improvements in our operations, our product, and the trust we build with our community over time.

As a Head of Customer Experience, you will be in charge in three operational verticals, defined below, with a strong AI‑first charter and a direct line into every conversation that shapes user trust, retention, and brand perception at WeWard.

You will report directly to Tanguy, co‑founder of WeWard, and partner closely with the rest of the founding team, Product, Engineering, Growth, and Finance, feeding them the user signal they need to make better decisions.

Once you’ve proven the impact of Customer Experience as a strategic lever, on retention, fraud, NPS, product quality, and unit economics, a permanent ExCo seat is on the table.

The job, in one sentence: turn Customer Experience into a competitive moat for WeWard, by combining engineering rigor, AI leverage, a relentless obsession for the user, and the ability to translate their voice into action across every team in the company.

Your 3 verticals

1. Customer Support — team in place, to scale

You inherit a strong operational team of more than 15 people and a mature Zendesk setup. Your job is to push it to the next level: AI‑driven ticketing; SLA discipline across all channels (email, in‑app, social, stores); and a clear separation between what humans should still own and what AI now does better.

2. Customer Experience — team to build from scratch

We’re convinced that contact with our users should not be a separate “support” silo, but a native part of the experience itself. A user who reaches out is a user who’s engaged, their interaction with us should reinforce their relationship with the app, not interrupt it.

You will build this squad from zero: voice of the user (NPS, CSAT, store ratings, qualitative signals), localization of external resources (FAQ, emails, web), in‑app chat strategy, bug solving using engineering and AI, and structured feedback loops to Product, Growth, and Data. This is the most greenfield part of the role, and the part where your engineering and AI mindset will matter most.

3. Wards & Anti‑fraud Operations — high‑stakes, cross‑functional

The Wards are our currency. Rewards (bank transfers, gift cards, big gifts, lottery) availability across markets, validation workflows, and anti‑fraud processes all sit under your ownership. You’ll work hand‑in‑hand with the Tech, Data, and Fraud teams to keep flows fast for legitimate users and tight against abuse, knowing that every dollar of fraud avoided and every payment that lands on time is a retention lever.

Your responsibilities

Own the strategy across the 3 verticals

Define a coherent, multi‑year roadmap that covers Support, CX, and Rewards, with clear KPIs, prioritization, and accountability. Defend it at leadership level, and adjust it quarter by quarter.

Make Customer Experience data‑native

This role is deeply data‑driven. You will own a small set of KPIs that the whole company looks at, and you will instrument the rest. The headline metric we want you to crack: post‑contact retention, does a user who interacts with us stay engaged, re‑engage, and convert better than a comparable user who didn’t? You’ll also own NPS, CSAT, store ratings, ticket automation rate, cost per contact (all‑in: human + tools + AI + Wards compensation), and fraud loss rate. You’re comfortable opening a BigQuery console, reading an Amplitude funnel, and challenging a Looker dashboard.

Embed contact and CX inside the global reward experience

We don’t want Customer Experience to be a side function, we want it to be one more loop in the reward engine. You’ll work with Product and Data to design experiences where reaching out, getting help, being c