Customer Experience Lead — Scale CX & Team

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

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.