We are building something that has never existed before: an AI-native company dedicated to stopping financial fraud. Our founding team has done this before.Led by a 3-time founder with 13 patents and multiple successful exits, supported by a team experienced with building and scaling. Together, we are building a company where the mission is real, the team is small, and the work actually matters.
We are still in stealth mode, are well-funded, and we’re moving fast. Our core team is going to market, and every hire from here shapes what this company becomes. We are remote-first with in-person weekly connects across our Vancouver and Edmonton hubs. We use AI in everything we do, and we hire people who bring curiosity, horsepower, and that "just hand it to me" energy.
As the Customer Success Lead, you are the person our customers talk to. Think brilliant customer service meets IT help desk: you bring the technical instincts to diagnose what went wrong and the warmth and patience to make people feel genuinely taken care of while you fix it. You are fanatical about the customer experience, not as a buzzword, but because you actually care when someone hangs up frustrated.
You will handle inbound inquiries, troubleshoot issues, and guide customers through setup. But this role goes beyond support. You will also work internally to build the processes, workflows, and automations that define what customer experience looks like at Blue Raven. The patterns you identify, the gaps you surface, the fixes you design. That work feeds directly into how the company operates and scales. You are not inheriting a playbook. You are writing it.
- Handle inbound inquiries via phone with patience, clarity, and genuine care. Customers need to feel heard and helped, in that order.
- Troubleshoot setup and product issues using structured, logical problem-solving. You work through it methodically, not by guesswork.
- Use the tools and systems we have built to resolve issues faster and more consistently.
- Document customer issues, patterns, and resolutions in a way that informs how we build and improve our processes over time.
- Escalate bugs and product friction directly to the engineering team. You are the bridge between customer reality and product decisions.
- Build and refine the internal workflows and automations that make the CX function run well at scale.
- Support new customer onboarding so people hit value quickly and stay.
- Fanatical about customer satisfaction. You set a high bar and feel it when it falls short. A frustrated customer is not a closed ticket; it is a problem to be understood and solved.
- Technical aptitude with an IT mindset. You diagnose problems logically, know how to ask the right questions, and do not panic when something breaks in an unexpected way.
- Strong communicator on the phone. You can explain something technical to someone non-technical while making them feel empowered.
- Forward-leaning on automation. You pay attention to patterns, document them well, and actively look for ways to reduce manual effort over time.
- Experience in a customer-facing support or success role, ideally in a SaaS or tech environment.
- Comfortable with new tools and systems. You pick them up quickly and use them to work smarter.
- Self-directed and organized. You work well independently, document what matters, and follow through.
- Ready to roll up your sleeves. Early-stage startup work is not always clean. You are okay with building the process as you go.
- The mission is real. Financial fraud costs people real money and real peace of mind. You will be on the front line of stopping it.
- Your work sits at the center of the business. What you learn from customers directly shapes how we build, automate, and scale
- Report to a highly capable, hands-on leader who will invest in your growth.
- Small team, big mission. Your work shows up directly in the customer experience.
- AI tools embedded in your workflow from day one. You'll be faster and better supported than any CX role you've had before.
Please visit our company website for more information
