Customer Experience Lead

Pool Day; United States; Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation package

20 days PTO per year

Top-of-the-line employer-paid health care

Job summary

A direct-to-consumer eCommerce brand is seeking a Customer Experience Lead to enhance customer satisfaction and manage a growing team. You'll oversee daily support workflows while driving continuous improvement in customer service processes. Ideal candidates will have 2–4 years in customer service, strong management skills, and a passion for improving customer experiences. This full-time role is based in Brooklyn with a salary range of $55,000–$65,000.

Qualifications

• 2–4 years of experience in Customer Service or Customer Experience, ideally in eCommerce.
• Experience managing teams (internal and outsourced).
• Excellent written and verbal communication skills.

Responsibilities

• Lead and manage the team of ~10–12 customer service agents.
• Grow the team to 20–25 agents within the next 6–12 months.
• Directly oversee day‑to‑day customer communications.

Skills

Team management

Customer satisfaction

Data analysis

Communication skills

Process improvement

Tools

Gorgias

Zendesk

Shopify

Job description

Pool Day was born in the summer of 2023 with one goal: empower pool and hot tub owners to take control of their own water care. The options available for pool and hot tub care are overpriced, confusing, and time‑consuming. Legacy pool and hot tub chemical brands and their products, instructions, and customer service are outdated. Brick‑and‑mortar stores insist upon in‑person water tests and complicated multi‑step chemical routines. And pool service options are expensive and unreliable. The truth is, pool chemistry isn’t so difficult that you can’t do it yourself.

We are a direct‑to‑consumer eCommerce brand making pool and hot tub care enjoyable and effective. Our premium products are intuitive, and we provide best‑in‑class customer service and educational materials to support customers at scale.

We are a startup disrupting a massive market long overdue for change. Over 15 million Americans own a pool or hot tub, and this market spends a small fortune on maintenance and routine care every year. We have a big opportunity in front of us, and we have already received tremendous feedback from customers on what we are doing. We are clearly delivering products and experiences customers love, and we’re only raising the bar as we grow. Our next phase of growth will focus on scaling the products customers love most and providing excellent customer service to increase customer retention and re‑orders.

We are looking for an experienced customer service leader to join our growing team and take the customer experience to another level. You will lead and directly manage the customer service team, own customer service across all key channels (e.g., email, SMS, voice) and use data‑driven insights to improve performance.

What You’ll Be Doing

As Customer Experience Lead, you will identify, explore, and operationalize improvements to customer experience every day. You will take a continuous‑improvement approach, constantly finding ways for us to improve further. These opportunities could apply to our policies and processes (e.g., refunds, standard customer responses), fulfillment, tracking, packaging, or other areas of the business.

This is a hands‑on role leading a team and function that is critical to the business’s success. The ideal candidate thrives solving problems, improving processes, and building exceptional customer experiences from the ground up. You’ll manage daily support workflows, refine systems, coach team members, answer customer tickets and calls yourself, and ensure our customers receive fast, friendly, human support at every touchpoint.

Responsibilities

• Lead and manage the team of ~10–12 current customer service agents, ensuring top‑tier customer satisfaction and consistency across channels (e.g., email, voice, SMS, social).
• Grow and expand the team to 20–25 agents within the next 6–12 months, improving processes, adding process documentation, creating training resources, and improving performance metrics.
• Directly oversee day‑to‑day customer communications and handle yourself as necessary (e.g., when a high‑value customer has a serious issue).
• Develop and refine processes, templates, and automations to improve efficiency and consistency.
• Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
• Collaborate cross‑functionally with Marketing, Operations, and Product teams to resolve customer issues rapidly and improve the overall customer experience.
• Maintain and update our help center and internal knowledge base.
• Track and report key metrics (e.g., CSAT, NPS, response time, resolution rate) to guide strategic decisions.
• Serve as the voice of the customer across the organization.

Who You Are

• You have 2–4 years of experience in Customer Service or Customer Experience, ideally in eCommerce, at a direct‑to‑consumer brand, or at a fast‑paced startup.
• Experience managing teams (internal and outsourced).
• Excellent written and verbal communication skills — friendly, empathetic, and clear.
• Highly organized and process‑oriented, with strong attention to detail.
• You have an analytical mindset with the ability to use data to identify trends and drive improvement.
• Familiarity with CX tools such as Gorgias, Zendesk, or similar.
• Comfortable wearing multiple hats and adapting to a growing organization.
• Experience managing external vendors or offshore CX partners.
• Background in scaling support operations or building CX teams.
• Familiarity with Shopify or other eCommerce platforms.
• Enthusiasm for pools and hot tubs, spending time with family & friends, or helping customers enjoy their home life.

Other Details

• This role reports directly to the Operations Leader.
• We are based in Brooklyn, and work in person 3–4 days a week. Our state‑of‑the‑art office is located in DUMBO.
• Competitive compensation package.
• 20 days of PTO per year (ideally outside of peak summer season).
• Top‑of‑the‑line employer‑paid health care, insurance, and benefits.
• Expected salary range: $55,000–$65,000 (based on experience).

Seniority level

Mid‑Senior level

Employment type

Full‑time

Industries

Online and Mail Order Retail

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