Customer Experience Team Lead
$92.8k - $98.5kRunna
About This Role This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands‑on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction. What You’ll Do Lead & Elevate the Customer Experience Team in the US Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints. Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high‑quality engagement and long‑term growth. Build a strong, customer‑first culture grounded in empathy, accountability, and continuous improvement. Support Customer Experience Performance & Operations Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey. Maintain visibility into day‑to‑day operations, ensuring strong coverage, timely responses, and a consistently high‑quality customer experience. Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery. Support Customer Insights & Experience Improvement Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows. Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience. Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision‑making. Handle Escalations & Experience Design Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution. Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process. Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions. Support US CX Operations & Growth Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working. Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations. Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience. What You’ll Bring to the Team Leadership & Customer Experience Expertise 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high‑performing teams. Strong ability to balance strategic thinking with operational execution. Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization. Operational & Strategic Excellence Proven ability to define, measure, and improve CX performance through data‑driven decision‑making. Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously. Experience building and optimizing processes in fast‑paced, scaling environments. Customer‑Centric & Insight‑Driven Mindset Deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements. Comfortable working with ambiguity and leading through change. Strong problem‑solving skills with a focus on proactive, experience‑driven solutions rather than reactive support. Tools & Systems Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace. Familiarity with CX platforms, feedback tools, and CRM systems (Intercom preferred). Benefits We offer a salary of $92,800 – $98,500 , plus participation in Strava’s long‑term incentive (stock) programs. Benefits in the USA include: Flexible working – we typically spend 3 days a week together in the office. 25 days holiday, plus bank holidays. Free Runnable & Strava subscriptions for you and 3 of your friends. Headspace membership. Annual money to spend on gear, events, and gym. Health insurance (including dental and vision) and workplace 401(k) scheme. Modern Health – a mental wellness platform and app that combines technology with professional support. Carrot fertility support – inclusive fertility, hormonal health, and family‑forming benefits to our global employee population. #J-18808-Ljbffr Runna
$34 - $40 per hour
...cultural and financial shift, keep reading. About the team + role Robinhood’s Customer Experience team plays a critical role in Democratizing Finance for... ...across multiple channels. As a Customer Experience Team Lead, you will help lead a team of customer support...SuggestedWork at office10 hours per weekFlexible hoursShift work- ...T.J. Maxx - 2350 So. Parker Rd., Denver, CO 80231, United States of America [Department Manager] As a Customer Experience Coordinator at T.J. Maxx, you'll: Take an active role in training and mentoring Associates on front end principles; Train and coach Associates on personalizing...SuggestedImmediate start
$40k - $50k
...Customer Service Role In this role you will monitor the inbound and outbound... ...goals are being met. You will coach, lead and manage a small team of customer service reps that are serving... ...software ~1+ year of MS Office experience ~ Previous leadership experience a...SuggestedLocal areaFlexible hours- ...Area Customer Service Coordinator Join our team as an Area Customer Service Coordinator, where you'll be a vital link in ensuring exceptional service... ...school diploma with at least 12 months of relevant work experience Flexibility and adaptability to meet the demands...SuggestedWork experience placementWork at officeWorldwideFlexible hours
$27.97 - $29.13 per hour
...Customer Service Lead Make a meaningful impact in healthcare while growing your career. Daniels... ...Coordinate with production and transport teams to ensure timely deliveries Create... ...processes and enhance customer experience Must-Have Qualifications: ~3...SuggestedPermanent employmentFull timeTemporary workSeasonal workWork at officeLocal areaMonday to FridayFlexible hours$140k - $180k
...better processes, and a rock-star team. We seek visionary leaders... ...are looking for a motivated Customer Service (CS) Leader with an... ...defining our CS function, including leading and developing a team of CSRs... ...and reporting. You have experience leading a team to deliver a...- ...A leading customer service provider is looking for a Customer Service Coordinator to work from home. This permanent position offers a flexible... ...School Diploma and at least one year of customer service experience, with familiarity in computer applications. Competitive...Permanent employmentRemote workWork from homeFlexible hours
$60k
...Customer Service Lead Bring Your Customer Service Experience to a Purpose-Driven Team. We’re not looking for industry-specific experience—we’re looking for impactful, service-minded leaders who can connect, inspire, and guide others. If you’re driven to help people...Full time$22 - $24.75 per hour
...Group Sales or Department Manager, the Team Leader gives daily direction to the associates... ..., sales enhancements, stocking, and customer service activities. ESSENTIAL... ...Insures a pleasant and productive shopping experience for all customers. Assists the GSM /...Full timeWork at officeLocal areaFlexible hoursShift work$19.77 - $25.7 per hour
...Customer Care Coordinator - Delivery Scheduling I By joining Numotion... ...be a part of the nation's leading provider of Complex... ...mix of minds, backgrounds and experiences, and we are committed to cultivating... ...referral sources and Numotion team members with Rehab and...Temporary work$19.77 - $25.7 per hour
...Customer Care Coordinator-Order Experience I Customer Care/Customer Service 13450 Smith Road, Aurora, Colorado Full-Time/Regular By joining Numotion, you will be a part of the nation's leading provider of Complex Rehabilitation Technology. Numotion is helping...Full timeTemporary work$135k - $175k
...divh2Customer Support Lead/h2pCandid Health is seeking a Customer Support Lead to enable our Support team as we continue to scale. In this role, you will be responsible... ...allow Candid to continue providing excellent experiences to customers. A successful candidate has experience...Work at officeFlexible hours- WinsAbove is seeking a Customer Experience Manager in Denver to lead a high-performing team. Responsibilities include coaching professionals, responding to complex customer inquiries about stock trading and market mechanics, and fostering an inclusive culture. Ideal candidates...Work at office
$17.5 - $30.2 per hour
...Colorado. In this role, you will oversee the Customer Service & E-Commerce programs, focusing... ...customer service and managing Team Members. You will be responsible for daily... ...should have at least 12 months of retail experience. The wage range is $17.50-$30.20 Hourly,...Hourly pay- Floor & Decor is hiring a Connected Customer Supervisor in Denver, Colorado. This position entails managing customer service associates... ...e-commerce support. Ideal candidates will have supervisory experience in a customer service environment, be detail-oriented, and possess...Flexible hours
- A leading landscaping service in Littleton, Colorado is seeking a customer service representative to handle inbound and outbound calls, resolving customer concerns effectively... ...candidate will have at least 2-3 years of experience in customer service and strong communication...
- Autodesk is seeking a Senior Manager of Customer Reliability based in Denver, Colorado. The role focuses on improving customer experiences by eliminating recurring pain points across... ...customer, product, and engineering teams to drive measurable improvements and build...
- Kroger is looking for a dedicated individual to enhance customer experiences in their Drug/GM department in Englewood, CO. The role emphasizes exceptional service, team collaboration, and achieving sales goals. Candidates should possess a High School Diploma and effective...Flexible hours
$65k - $75k
Blue Bear Waste Services is seeking an experienced Customer Experience Lead in Denver, Colorado to help us deliver outstanding service! WHAT WE DO... ...moving. More than a waste management company, we're a team committed to safety, integrity, and exceptional service. Our...Seasonal workWork at officeLocal area- A leading fluid system products company in Denver seeks a Customer Service Supervisor to manage the customer service team, ensuring quotes and orders meet customer expectations. The role includes training staff, developing service metrics, and improving customer satisfaction...
- A growing startup in customer support seeks a Customer Support Specialist to provide exceptional... ...tackle ambiguous problems. As part of a dynamic team, you will support varied customer needs and help shape the product experience. The position offers a competitive salary,...
- Krayden Inc. is seeking a Customer Service Support Team Lead to ensure responsiveness to customer needs and internal requirements. This role serves... ...customer relationships. Candidates should have 3-5+ years of experience in customer service, strong communication skills, and...
- ...fixing everything that was wrong with the ER experience. Since then, we've expanded rapidly,... ...kind (even exotics!) to our immersive, customer‑focused experience, which helps us give... ...credit with others, and lifting up your team’s accomplishments Feel a strong sense of...Daily paidFlexible hoursNight shiftWeekend work
$90k
...Colorado is seeking an Operations Manager to lead daily operations in a dynamic customer service environment. This role is ideal for... ...processes to deliver exceptional customer experiences. Responsibilities include overseeing team performance, scheduling, and operational...- ...ensure the provision of professional services and an outstanding customer experience. This role is dedicated to upholding the service level... ...aligned with association goals. Collaborating with the accounting team to maintain accurate finances, variance reports, and invoice...Contract workFor contractors
$60k - $65k
...hammers and nails. It takes integrity, trust, experience, and support. Our success is based on... ...to join The Management Trust team. EMPLOYEE OWNER POSITION PURPOSE The Community... ...a professional, helpful, and courteous customer experience focus. JOB DUTIES AND RESPONSIBILITIES...Full timeWork at officeLocal areaRelocationMonday to FridayShift workAfternoon shift$45k - $50k
...Customer Service Representative Lead Sharp Solutions, Inc. has an immediate opening for a Customer Service Representative Lead to... ...customer service skills and demonstrated leadership experience, capable of managing a team while providing high-quality service to USGS...Full timeWork at officeImmediate start$20 - $25 per hour
..., and Office Coordinator to join our team. This position is the central hub of... ...operationsbalancing technician scheduling, customer communication, lead tracking, and administrative support.... ...our operations teams and customers experience seamless, professional support....Hourly payWork at officeLocal area$33.41k - $60.14k
...developing our people by building proud, dynamic teams while helping associates reach their... ...and makes outbound calls to resolve customer concerns in a timely and professional... ...opportunities or trends impacting the customer experience to management. May receive customers...Work at officeLocal area- A leading provider of rehabilitation technology in Aurora, Colorado, is looking for a Customer Care Representative. The role involves scheduling deliveries, assisting customers... ...and at least a year of customer service experience. The company offers competitive compensation...
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