Senior CX Ops Lead — BPO & Escalations

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

Job summary

Dr. Squatch is seeking a Senior Customer Experience Associate to lead the day-to-day management of our outsourced support partner and own processes, policies, and platforms to keep our customer experience at a high standard.

You will own escalations, design training, and drive CSAT/NPS programs, partnering with Marketing, Ops, Retail, and Product to advocate for the customer across the business. This full-time role is based in Marina Del Rey, CA with base compensation targeted at market rates.

Qualifications

• 4+ years of experience in customer experience, customer success, support operations, or an associate manager role.
• Hands-on experience with a modern help desk platform (Gorgias, Zendesk, Kustomer, or similar).
• Experience building and running training, onboarding, or quality programs for support teams.
• Comfortable owning escalations and making sound judgement calls on sensitive issues.
• Strong empathy for customers and a passion for revenue growth and world-class CX.
• Familiarity with review platforms and customer sentiment programs (Trustpilot, Yotpo, NPS).
• Looker Studio/Excel/Google Sheets for reporting is a bonus.
• Excellent written and verbal communication skills; ability to lead across time zones.

Responsibilities

• Serve as the day-to-day operational lead for our outsourced support partner, managing queue coverage and daily priorities.
• Build and deliver launch calendars, playbooks, and campaign briefs for monthly product launches and promotions.
• Design onboarding and ongoing training for partner agents with clear direction and feedback.
• Hold biweekly check-ins with partner leads and manage all Dr. Squatch communications to the partner team.
• Partner on relationship management, workforce planning, and budget inputs for the support team.
• Own first-level escalations end to end, resolving complex customer issues with urgency and care.
• Route escalated questions to cross-functional channels and drive issues to closure.
• Identify escalation patterns and convert them into policy/process/training fixes.
• Own ticket macros and support policies; update as products and policies evolve.
• Own non-ticket support processes; keep them documented and consistently executed.
• Co-own help desk content and ticket deflection initiatives to reduce contact rate.
• Drive high CSAT while maintaining low resolution time and supporting QA programs.
• Own review moderation and response across Trustpilot, Okendo, and other platforms.
• Run close-the-loop programs and own NPS reporting with cross-functional teams.
• Translate support data into clear takeaways and advocate for customer solutions.
• Collaborate with Marketing, Ops, Retail, and Product to flag customer-impinging issues early.

Skills

Customer experience

Outsourced/BPO management

Training program development

Escalation management

Customer empathy

Cross-functional collaboration

Communication skills

Tools

Gorgias

Zendesk

Kustomer

Looker Studio

Excel

Google Sheets

Job description

Dr. Squatch is seeking a Senior Customer Experience Associate to lead the day-to-day management of our outsourced support partner and own processes, policies, and platforms to keep our customer experience at a high standard.

You will own escalations, design training, and drive CSAT/NPS programs, partnering with Marketing, Ops, Retail, and Product to advocate for the customer across the business. This full-time role is based in Marina Del Rey, CA with base compensation targeted at market rates.