Senior CX Lead — BPO & Customer Experience

Dr. Squatch; California; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k match

PTO

Free products

Job summary

Dr. Squatch is seeking a Senior Customer Experience Associate to lead day-to-day management of our outsourced support partner and own processes, policies, and platforms that sustain high customer experience across launches and peak seasons.

You will own macros, playbooks, training, and escalations, while driving NPS, CTL programs, and cross-functional collaboration to protect and enhance the customer journey.

Qualifications

• 4+ years in customer experience, customer success, or support operations.
• Hands-on with modern help desk platforms (Gorgias, Zendesk, Kustomer) and macro config.
• Experience building training, onboarding, or quality programs for support teams.
• Comfort with escalations and making sound judgments on sensitive issues.
• Strong empathy and passion for revenue growth and great CX.
• Familiar with review platforms like Trustpilot or NPS surveys.
• Comfort with analytics tools such as Looker Studio or Excel.

Responsibilities

• Lead day-to-day management of outsourced support partner.
• Develop launch calendars, playbooks, and briefs for product launches.
• Design onboarding and ongoing training for partner agents.
• Own escalations and route to cross-functional teams.
• Drive CSAT and manage CTL and NPS programs.
• Collaborate with Marketing, Ops, Retail, and Product.

Skills

Customer experience

BPO management

Training programs

Escalation management

Cross-functional collaboration

Analytics

Tools

Gorgias

Zendesk

Kustomer

Job description

Dr. Squatch is seeking a Senior Customer Experience Associate to lead day-to-day management of our outsourced support partner and own processes, policies, and platforms that sustain high customer experience across launches and peak seasons.

You will own macros, playbooks, training, and escalations, while driving NPS, CTL programs, and cross-functional collaboration to protect and enhance the customer journey.