Customer Experience Lead

Job Description As Customer Experience Lead, you'll own the day‑to‑day support experience across written channels while building the systems, workflows, and team capacity that allow us to scale without sacrificing quality. This is a hands‑on role: you will spend meaningful time directly supporting customers while simultaneously leading continuous improvement across tooling, documentation, and team performance. You'll combine high‑quality written communication with operational rigor—shipping SOPs, improving AI workflows, and turning customer feedback into clear, actionable product insights. Responsibilities Own the customer support experience across written channels (email and/or messaging). Manage and coach a small team of contractors—set clear expectations, deliver training, and provide ongoing feedback. Drive operational excellence: deploy and improve AI workflows, conduct QA, and build macros, templates, and documentation that help agents support customers consistently and efficiently. Identify recurring customer issues and partner with Product, Engineering, and Operations to resolve root causes. Evolve support tooling—including AI automation—to improve speed, accuracy, and consistency across all agents. Build scalable knowledge resources, including internal SOPs and customer‑facing help content, that reduce inbound support volume over time. Track and report on support health metrics: CSAT, volume, response times, resolution quality, and customer reviews. Own customer escalations as needed; partner with Merchant Success and Product teams to ensure customers receive clear, empathetic, and successful outcomes. Qualifications 3–5 years of experience in customer support or customer experience, including direct ownership of common support metrics. Understanding of core support metrics (CSAT, response time, resolution rate) and demonstrated ability to influence them. Track record of improving processes, not just executing them. Ability to analyze trends and communicate insights clearly to cross‑functional partners. Experience managing or mentoring others. #J-18808-Ljbffr