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Customer Experience Team Lead

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Job Location: Calgary, AB • Full time

OUR COMPANY:

Tugboat Logic is the “TurboTax for InfoSecurity”. Here our mission is to help our clients master the security due diligence stage of the sales process by helping them:

  • Demystify the dark art of building an InfoSec program.
  • Automate the various activities facing InfoSec teams – using artificial intelligence & powerful workflow.
  • Save them time and money versus using traditional security consultants or manual methods.
YOUR ROLE:

We are looking for a Customer Experience Team Lead who can create a “center of excellence” around the overall customer journey in our product. Our goal is to make our Security Assurance Platform as self-serve as possible, so customers see a quick time-to-value and love using our product.

This role will be a “player/coach” who is responsible for leading the overall Customer Experience team, which includes UX design, technical documentation, and in-app product walkthrough guides – all the elements that come together to create a delightful product experience.

Your mission is to ensure people have a good experience during initial product trials so they are more likely to become customers, and after they become customers that they are adopting our features more deeply so they are more likely to stay Tugboat Logic customers for years to come.

If you like to work with customers, and have a passion for creating intuitive and delightful products, this is the ideal opportunity for you!

YOUR DAY-TO-DAY:
  • UX Design Responsibilities:
    • Know your buyer persona. Know their pain points. Know what security activities are the most time consuming and how they would like them improved. Capture this via customer interviews and work with the Product and Engineering teams to share this knowledge to help shape the product.
    • Define the user experience requirements and mockups for product releases. Working with product and engineering, help design economical and aesthetically-pleasing workflows to achieve the goal of the features in the release. As part of your “player” responsibilities, you will be responsible for multiple development trains as the primary UX designer. 
    • Work with customers to vet product designs and workflows before and after product releases are delivered to ensure they are being used well by the client.
    • Attend daily stand-ups as part of the development team.
  • Technical Documentation Responsibilities:
    • Manage the requirements for product documentation, which includes both written documentation and video demos.
  • Product Walkthrough Responsibilities:
    • Manage the requirements for the product adoption software tool and ensure the main flows are addressed. You will work closely with the product managers on what flows are required and how to build them out. You will be the “owner” of this tool to ensure it has a consistent look and feel across the product in both written and visual tone.
    • Review usage metrics on the product to see which customers are using which parts of the product, and understand what people like and do not like about specific modules and features.
  • Team Lead Responsibilities:
    • Manage a team of one UX designer and one technical writer. 
    • As part of your “coach” responsibilities, provide mentoring to team members, and develop a consistent methodology across UX, documentation, and product walkthrough so we have a consistent visual and written tone.
YOU WOULD BE A GOOD FIT IF:
  • You have 5+ years UX design experience.
  • You have experience leading small teams, but still like being a player/coach.
  • You have experience conducting customer interviews and developing personas.
  • You are experienced creating both low-fidelity and high-fidelity mockups to help explain features to Engineering, customers and other stakeholders.
  • You don’t need to be a cyber security expert, but you have experience working on B2B SaaS-based management consoles, preferably for products that have a heavy workflow.
  • You are intellectually curious, and like to become an expert about your customer and their pain points.
  • You have a knack for design. We are not looking for a graphic designer, but we wish to maintain our user-friendly visual identity and user experience.
  • Experience with product adoption tools such as Pendo, Walkme, etc. is desired, but not required.
  • Domain expertise in DevOps or Security is a plus, but not required.
  • You have startup experience, and know how to work independently.
  • You are driven and highly accountable.
  • You work well in teams.
  • Bachelor’s degree is required.
YOU CAN EXPECT FROM US:
  • A company that 100% believes in the importance of investing in building a delightful customer experience, and supports you along the way.
  • A fun, fast paced and supportive work environment that respects everyone.
  • Competitive compensation commensurate with your experience and skills.
  • Equity participation in the company, commensurate with your role.

Interested?

Do you think you are the person we are looking for to join our team? Send us an email including your motivation, and your résumé.

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