Customer Experience Team Lead

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