Product Strategist - CX

As a Product Strategist - CX at Windsurf, your main responsibilities include building a world-class customer support experience fueled by AI, acting as the voice of the customer, and leading a global team of support engineers. You'll critically evaluate existing methods to enhance customer interactions for both B2B and B2C audiences. This dynamic role demands creativity and a keen understanding of technology to drive product improvements and enhance user satisfaction.

To qualify for the Product Strategist - CX role at Windsurf, you should have at least 6 years of experience in a technical role along with a Bachelor's or higher degree in Computer Science, Software Engineering, or a related field. While prior customer experience is not mandatory, a fresh perspective and an engineering mindset are encouraged. A strong passion for customer satisfaction and effective problem-solving abilities are also vital.

Windsurf utilizes AI technology to elevate the customer experience by developing tools that enhance support interactions. As a Product Strategist - CX, you will influence AI-driven processes that streamline response times and anticipate user needs, ensuring our customers have the best possible experience while using our products. Your insights will help redefine traditional practices, making customer support more efficient and effective.

Windsurf embraces a culture of innovation, collaboration, and customer obsession. As a Product Strategist - CX, you'll thrive in a fast-paced environment where your ideas on improving customer experience are welcomed. You'll collaborate closely with diverse teams while leading your own group of support engineers, fostering an atmosphere that's focused on continuous improvement and technological advancement.

The Product Strategist - CX plays a vital role in driving customer adoption at Windsurf by ensuring that users have a seamless experience as they engage with our AI tools. By addressing customer challenges quickly and effectively and advocating for customer insights, you will foster trust and satisfaction among users, ultimately leading to higher adoption rates and the success of Windsurf’s innovative solutions.

In your response, emphasize your understanding of AI technologies and how you can implement them to streamline customer support processes. Outline specific strategies such as utilizing chatbots for quick inquiries, predictive analytics to anticipate customer needs, and ongoing training programs for support staff to ensure high service quality.

Discuss the importance of multiple feedback channels, such as surveys, focus groups, and direct interviews. Explain how you would analyze this data to drive product improvements and create a feedback loop between customers and product development teams, ensuring their voices are heard.

Describe your steps in addressing dissatisfaction by first actively listening to the customer, empathizing with their situation, and promptly identifying the issue at hand. Complete your response by explaining how you would collaborate with teams to find a resolution and follow up to ensure lasting satisfaction.

Provide an example that showcases your analytical skills and ability to implement change. Detail your process in collecting feedback, analyzing it, and collaborating with relevant teams to enhance a specific feature, emphasizing the positive impact this had on the customer experience.

Emphasize that empathy is critical in understanding customer needs and building rapport. Discuss how showing genuine care can lead to better problem resolution and long-term loyalty, resulting in a positive perception of the company, which is especially important for Windsurf.

Illustrate your method for assessing customer issues based on their severity and impact on overall customer experience. Explain how you would balance immediate resolutions with ongoing support for larger issues, ensuring a strategic approach to maintaining high service levels.

You could mention utilizing regular check-ins, fostering open communication, and setting clear performance goals. Explain how you would also promote trust and collaboration in a remote environment, ensuring team members feel supported and part of a cohesive unit.

Highlight current challenges such as adapting to rapidly changing technologies, managing remote communication effectively, and the rising customer expectations for personalized support. Offer insights on how you would address these challenges within your role at Windsurf.

Outline how AI technologies can automate repetitive tasks, improve response times, and provide data-driven insights into customer behavior. Lead with examples of AI applications that can enhance overall support effectiveness and, ultimately, customer satisfaction.

Explain your commitment to continuous learning through regular training sessions, industry conferences, and collaborative knowledge-sharing within the team. Discuss how you would encourage a culture of curiosity and innovation, ensuring your team is always equipped with the latest tools and techniques.