Customer Experience Team Lead

About Tailor Brands

We are Tailor Brands, a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine, which creates a personalized plan for every new business and simplifies the entire journey — from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey.

Why this role matters

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. We’re looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. You’ll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.

What you’ll do

Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
Manage team performance, ensuring they meet Tailor Brands' quality and efficiency.
Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
Manage escalations, providing expert problem-solving and guidance to the team.

Requirements:

What you’ll bring

2+ years leading a Customer Support/Customer Experience/BPO team (B2C and/or tech/SaaS).
3-5 years in CX/Support/Success/Account Management roles serving end users.
Proven ability to make decisions from data (CX metrics, trend analysis, root cause).
Hands-on ownership & initiative: You roll up your sleeves, see around corners, connect dots across the business, and drive change without waiting for permission.
Excellent coaching, communication, and cross-functional collaboration skills.
Nice to have: experience with CX platforms (e.g., Zendesk/Intercom/Freshdesk), knowledge base/QA frameworks.
Exceptional spoken and written English - a must.
This role requires working primarily during U.S. business hours (currently 14:00–23:00), and may require international travel.