Odin
Founding Customer Experience Lead
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Founding Customer Experience Lead
Customer Experience Owner at Odin
Why 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.
We’re already trusted by over 10,000 angels, VCs, and founders. We administer over $500m in assets, covering investments from pre-seed to series E. From household names like ElevenLabs and SpaceX to emerging leaders building s synthesizing brains to small nuclear reactors, we back the boldest ideas.
Why We’re Hiring
Customer Experience at Odin isn’t a support function. It’s how we win.
Our customers come to us at the highest-stakes moments of their professional lives. They’re closing deals, raising capital, moving real money, and dealing with 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 just to close tickets. Your job is to ensure customers love Odin so much that they champion us—and build the systems, content, automation, and feedback loops that make every future experience better than the last.
If you’ve worked in customer support or investor relations and felt the function could be smarter, more proactive, and more product-focused, this role was made for you.
Responsibilities
- Own the end-to-end customer experience for angels, VCs, GPs, LPs, and founders across the full deal lifecycle: pre-close, closing, post-close, and ongoing reporting and site.
- Be the primary respondent on inbound questions across support, legal, and compliance tickets—acting with authority and judgement to move deals forward and resolve hard cases without escalation.
- Triage with strategic judgement, identifying:
- What needs urgent attention
- What poses compliance or financial risk
- What the customer can self-serve
- What genuinely requires Product, Operations, or Compliance
- Reduce ticket volume by resolving root causes. Identify repetitive issues and fix them through:
- Self-service tooling
- Help-center articles & UX copy
- Macros, forms, and automations
- Advocating with Product and Ops for systemic improvements.
- Goal: Fewer tickets next quarter than this one.
- Co-build Odin’s AI-first toolkit alongside the team.
- Experiment with AI workflows
- Improve knowledge management and automation
- Design systems that enable 10x efficiency with a small team.
- Act as the internal voice of the customer.
- When something keeps recurring, don’t just log it—advocate for a fix and close the loop with customers.
- Set the tone and global standards for how Odin engages customers.
- Define what exceptional service looks like.
- Raise the bar for the entire team.
Reasons to use Rodeo
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Who You Are
You don’t just treat customer-facing work as a stepping stone—it’s your craft. You’re allergic to the phrase “computer says no”.
- At least 5 years of experience in high-touch customer-facing roles, preferably in:
- Finance, fintech, fund administration, investor relations, or VC operations (highly non-negotiable)
- Domino-specialist, not a generalist. Our customers and their questions require V.UCA&T skills.
- Pressure-primer: You thrive when stakes are high.
- Advanced investors, with money on the line, deserve a peer-level conversationalist—not a script-follower.
- No apologies. No fluff. Just clarity.
- Root cause detective: If something is painful or repetitive, your instinct is to solve the system—not work around it.
- AI Jedi:
- Hands-on experience with automation (builds count—have you built, say, a chatbot or a workflow?).
- Rapidly adapt to new tools and hate manual, wasteful work.
- High conviction:
- You’ll push back, challenge, and admit when you’re wrong.
- You choose usefulness—even if others prefer ‘political’ harmony.
- Own-it culture:
- 100% ownership, 0% ego.
- You default to “we”—every suggestion is built from a place of team-first.
- Older team members are jealous of you.
- Exceptional written communicator: Your tone carries weight.
- We’re dealing with time-starved, high-net-worth decision-makers—they will notice your pitch.
- Startup founder vibes ( mais sans startup vulnerabilities).
- You’ve articulated why you no longer want corporate life:
- High ownership
- Fast-moving rollouts
- Ambiguity-strong (not ambiguity-panic)
- Meaningful impact with real growth
- No bureaucracy—no waiting for permission.
- You’ve articulated why you no longer want corporate life:
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Salary & Equity
The salary band for this role is £75,000 – £102,000 + equity options. Salary & equity are tailored per experience level using Odin’s internal levelling framework.
Why Odin’s Benefits
- Health & Mental Wellbeing:
- Private care via Vitality wellness insurance
- Prolonged sick leave (including fertility and pregnancy loss support)
- Access to Spill mental health support
- Financial Wellbeing:
- £1,000 wellness budget (health/fitness/therapy)
- Parenthood:
- Enhanced maternity, adoption, paternity, and partner leave
- Family-friendly environment (think WFH when needed)
- Financial Incentive:
- 4% matching pension contribution
- Salary sacrifice for tax efficiency
- Time Off:
- 25 days annual leave
- 2 Wellness days per year
- Flexible, globally agreed bank holiday policy (33 days total)
- Work Where?
- Up to 6 weeks working remotely from anywhere globally
- Birthday Leave: An extra personal day per year
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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