Customer Experience Lead

The Company

We are an innovative, fast-growing Direct-to-Consumer (DTC) consumer brand disrupting a traditional industry with cutting-edge products and a bold, customer-centric approach. Backed by a passionate team and a loyal, expanding global customer base, we are scaling rapidly and building a brand that prioritizes exceptional digital experiences and high-quality product storytelling.

The Role

As the Customer Experience Lead, you will serve as the strategic voice of our customers while owning the end-to-end support infrastructure. In this hybrid hands-on and managerial role, you will lead day-to-day operations, oversee external support partners, and scale automated tools to directly impact customer retention and shape our product evolution.

Description

• Manage all end-to-end customer support channels including email, live chat, and social media platforms.
• Oversee and manage the daily operations, quality assurance, and response times of an external support agency.
• Resolve escalated and complex customer inquiries directly to maintain a high bar for tone, speed, and resolution quality.
• Build, maintain, and optimize internal documentation, macros, and standard operating procedures to streamline scalability.
• Configure, prompt, and continuously improve automated workflows and AI support tools to optimize resolution rates at scale.
• Synthesize recurring feedback and customer pain points into actionable insights for the product, operations, and marketing teams.
• Define, track, and regularly report on core support metrics including CSAT, response times, and overall resolution health.
  
  

• Experience of 3+ years in customer support or customer experience roles within the e-commerce or DTC space.
• Native-level English proficiency with a deep understanding of US consumer expectations and communication cultural nuances.
• Proven track record of working independently and taking ownership in a fast-paced, shifting startup environment.
• High proficiency in navigating and managing modern customer support ticketing platforms such as Gorgias or Zendesk.
• Demonstrated ability to manage, train, or coordinate with external vendor support teams or outsourced agencies.
• Hands-on experience configuring, testing, and optimizing AI support tools and automated chat flows - advantage.
• Background in designing and running consumer research initiatives like surveys, focus groups, or interviews - advantage.