Senior Customer Experience Lead

SideShift Corporation; New York, Northern (NY, KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Equity

Job summary

SideShift Corporation is seeking a Customer Experience professional to be a trusted operator inside the company, handling hundreds of conversations with creators and brands.

You’ll onboard new users, resolve issues, navigate disputes, and work with product, engineering, and operations to improve systems behind the scenes. This in-person role is based at 111 Broadway, New York, NY, with a base salary of $80,000–$110,000 plus equity.

Qualifications

• Experience managing high-volume customer conversations.
• Ability to triage onboarding, payments, and disputes.
• Strong communication and problem-solving skills.

Responsibilities

• Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls.
• Help customers understand how to use SideShift and successfully run creator campaigns.
• Triage support issues related to onboarding, payments, creator disputes, campaign setup, bugs, and platform workflows.
• Make quick judgment calls in sensitive situations involving customer frustration, creator payouts, or disputes.
• Investigate issues independently before escalating to engineering or leadership.
• Identify patterns in customer problems and help improve internal documentation, workflows, and product feedback loops.
• Run onboarding calls and customer check-ins when needed.
• Communicate clearly and professionally with customers who may be stressed, confused, or frustrated.
• Work cross-functionally with product, engineering, operations, and leadership.
• Take ownership of problems until they are fully resolved.

Skills

Customer empathy

Clear communication

Decision making

Ownership & accountability

Tools

Intercom

Slack

Email systems

Job description

SideShift Corporation is seeking a Customer Experience professional to be a trusted operator inside the company, handling hundreds of conversations with creators and brands.

You’ll onboard new users, resolve issues, navigate disputes, and work with product, engineering, and operations to improve systems behind the scenes. This in-person role is based at 111 Broadway, New York, NY, with a base salary of $80,000–$110,000 plus equity.