Head of Customer Experience - Scale & AI-Driven Support

Trybe; New York (NY); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Trybe is seeking a Head of Customer Experience to build, lead, and scale our customer support across brands and creators. You’ll own end‑to‑end CX, manage a distributed team, and partner with Product, Engineering, and Account Management to deliver a seamless experience.

This senior, hands‑on role requires a track record of leading high‑volume support in fast‑growth tech or ecommerce, with a data‑driven mindset and expertise in tools like Gorgias, Zendesk, or Intercom.

Qualifications

• 5+ years leading CX or customer support with management experience.
• Proven track record building, managing, and scaling high‑volume support ops.
• Experience managing distributed/offshore/BPO teams.
• Background in fast‑growing tech, ecommerce, marketplace, or consumer platforms.
• Hands‑on in handling complex escalations and day‑to‑day ops.
• Strong knowledge of Shopify, Meta, and common ecommerce integrations.
• Data‑driven with improving response times, CSAT, and efficiency.
• Experience with Gorgias, Zendesk, or Intercom and AI automation.

Responsibilities

• Build, lead, and scale a high‑performing CX team with hiring, coaching, and performance management.
• Own daily support operations, queues, escalations, and cross‑brand communications.
• Develop support processes, SLAs, escalation workflows, and quality standards.
• Track CX metrics and drive improvements in response/resolution times, backlog, and agent productivity.
• Personally handle complex, high‑priority customer issues to ensure timely resolution.
• Implement and optimize support tools, AI agents, automation, and knowledge bases.
• Collaborate with Product/Engineering to address root causes of recurring issues.
• Work with Account Management and internal teams to improve onboarding, satisfaction, and retention.
• Build scalable systems and processes that sustain quality as the business grows.

Skills

Leadership

CX strategy

Data-driven decisions

Support operations

Offshore/BPO mgmt

High-volume support

AI automation

Coaching

Cross-functional collaboration

Tools

Gorgias

Zendesk

Intercom

Shopify integrations

AI workflows

Job description

Trybe is seeking a Head of Customer Experience to build, lead, and scale our customer support across brands and creators. You’ll own end‑to‑end CX, manage a distributed team, and partner with Product, Engineering, and Account Management to deliver a seamless experience.

This senior, hands‑on role requires a track record of leading high‑volume support in fast‑growth tech or ecommerce, with a data‑driven mindset and expertise in tools like Gorgias, Zendesk, or Intercom.