Cloaked · 1 day ago
Customer Experience Enablement Leader
New York, NY
Full-time
Hybrid
Senior Level
$130K/yr - $170K/yrCloaked is a privacy startup dedicated to rebuilding consumer trust in how personal data is used. The Customer Experience Enablement Leader will build the operating backbone for high-quality support of Cloaked's privacy products, leading enablement strategy across teams and ensuring agents can handle complex privacy scenarios effectively.
InternetPrivacySoftware
Responsibilities
Define and lead the CX Enablement function across training, knowledge management, AI workflows, and launch readiness
Establish clear standards for what 'ready' looks like for agents, vendors, and bots across all channels
Build and lead a high-performing enablement team across training, QA alignment, and knowledge
Set clear role expectations, career paths, and feedback loops through regular 1:1s and development planning
Foster a culture of high trust, accountability, and operational excellence
Design and scale training programs for internal and BPO agents covering technical troubleshooting, billing, account access, fraud, identity incidents, and regulatory workflows
Ensure agents are prepared to support emotionally charged, high-stakes interactions with empathy and precision
Own onboarding, continuous learning, and change management as the product evolves
Own CX knowledge architecture, including internal playbooks and customer-facing help content
Ensure content is accurate, current, searchable, and structured for both humans and AI
Partner with Product and Legal to keep guidance compliant and aligned with evolving privacy requirements
Partner with Product and Data to leverage AI tools to drive efficiency, deflection, and faster resolution
Design workflows that support agents and customers without compromising trust or clarity
Continuously improve AI performance through better knowledge, prompts, and feedback loops
Tie enablement programs directly to measurable CX outcomes including CSAT, resolution time, reopen rates, AI resolution, and cost per contact
Partner with regional CX leaders and vendor managers to identify gaps and deploy targeted interventions
Build and own a CX launch readiness framework for new features, products, and policies
Coordinate cross-functional dependencies and ensure CX is never the last team to find out
Coach stakeholders on what CX needs to successfully support launches at scale
Own enablement prioritization, sprint planning, and budget across tools, training, and vendors
Make thoughtful trade-offs between urgent operational needs and long-term leverage
Qualification
Required
Deep experience in CX enablement, support operations, or customer experience leadership in a high-growth technology environment
Proven success building and scaling training and knowledge systems for both internal teams and BPO partners
Deep expertise in knowledge management, including content strategy, taxonomy, and self-service enablement
Hands-on experience with LMS platforms and strong interest in applying AI to CX operations
Strong analytical instincts with a track record of tying enablement work to measurable business outcomes
Exceptional cross-functional communication and stakeholder management skills
Comfort operating in ambiguity and building systems from first principles
Experience supporting globally distributed teams and vendors
Preferred
Experience with Intercom or similar customer support platforms
Experience designing and implementing AI-powered support bots and deflection strategies
Background in privacy, security, or regulated industries
Benefits
401K
Top of the line Health, Dental, and Vision benefits
Flexible work arrangements
The ability to work remotely as needed
Home office stipend
New company laptop
Competitive PTO
Monthly health stipend
Late Night Meals
Professional Growth
Company
Cloaked
Cloaked is a consumer-first privacy company that enables individuals to take control of their personal data with unlimited identities.
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$29MKey Investors
Human Capital,Lux CapitalHuman Capital
2022-03-29Series A· $25M
2022-01-18Seed· $4M
2021-04-01Seed
Leadership Team
Arjun Bhatnagar
Co-Founder & Chief Executive Officer
Abhijay Bhatnagar
Co-Founder
Recent News
General Catalyst
2025-12-18
2025-07-23
Company data provided by crunchbase