Customer Experience Lead

We're hiring a Customer Experience Lead to own the customer service experience at Seen. You'll be the first point of contact for every customer inquiry — by phone, email, and direct message — while also building the tools, workflows, and processes that allow our customer experience to scale without losing the personal touch. Beyond customer service, this role owns our internal operations stack and our affiliate program. You'll be the person who keeps the systems behind the scenes running smoothly and who builds the partnerships that drive growth through our affiliate channel. Responsibilities Customer Service & Satisfaction (Primary Focus) Own end-to-end customer service across phone calls, email, and direct messages. Respond to customer inquiries promptly and professionally, ensuring every interaction supports satisfaction and retention. Resolve issues, complaints, and escalations with empathy and accuracy, partnering with internal teams as needed. Be the trusted point person for the customer relationship at Seen. Track customer service KPIs (response time, resolution time, etc.), report to Seen leadership any possible issues or concerns, continuously improve the experience. Customer Service Systems & Processes Build and maintain the systems, tools, and workflows that power our customer service operation. Develop and continually refine response templates, SOPs, escalation playbooks, and knowledge base content. Evaluate, implement, and administer customer service software (helpdesk, ticketing, phone, live chat). Identify and remove friction in the customer journey through process and system improvements. Train teammates on customer service processes as the team grows. Internal Systems Management Own administration of the internal tools that support customer experience and operations, including Shopify, Recharge, and the customer service platform. Manage integrations between platforms and ensure data flows cleanly across systems. Identify gaps, inefficiencies, and manual workarounds in our internal systems, and lead solutions. Partner cross‑functionally to ensure internal systems support the needs of marketing, ops, and leadership. Maintain clear documentation for all internal systems, processes, and SOPs. Affiliate Program Management Own our affiliate program end to end: recruit, onboard, and manage affiliate partners. Manage program terms and oversee payouts. Track affiliate performance and continually optimize the program for ROI and growth. Build long‑term relationships with top‑performing affiliates. Partner with marketing and the community manager to align affiliate activity with brand strategy and creator programs. Customer Insights & Continuous Improvement Track patterns in customer inquiries, issues, reviews, and complaints to surface recurring problems. Share operational insights with product, marketing, and leadership to drive improvements upstream. Use data from customer service and internal systems to identify opportunities to improve the overall customer experience. Qualifications 2+ years of experience in customer service, customer experience, customer operations, or a related role. DTC or subscription experience strongly preferred. Proven experience handling high volumes of customer inquiries across phone, email, and digital channels. Hands‑on experience with customer service software. Demonstrated experience building or improving systems, SOPs, and processes from scratch. Comfortable owning and administering internal tools and tech stacks. Excellent verbal and written communication; able to maintain a consistent, on‑brand voice in real time. Strong organizational skills, process‑oriented mindset, and the ability to juggle multiple workstreams in a fast‑paced startup environment. Comfortable working with both qualitative feedback and quantitative metrics to inform decisions. Preferred Qualifications Experience managing an affiliate program or running a partner/influencer program. Familiarity with affiliate platforms. Familiarity with the DTC tech stack (Shopify, Recharge, Klaviyo, etc.). Background in subscription‑based business models. Experience training teammates or building team‑wide processes. Why Join Us Direct responsibility for how Seen serves its customers every day, plus the systems that make that possible. Close partnership with leadership; your insights from customer service and operations will directly inform product and strategic decisions. Competitive compensation: $45,000-$60,000 High‑growth environment with significant room to grow with the company. Pre‑tax health insurance contribution How to Apply Send your resume and a short note about why you're interested in this position to View email address on click.appcast.io. Seen is an equal opportunity employer. We welcome applicants of all backgrounds and especially encourage applications from women, people of color, and members of other groups underrepresented in tech and CPG. Additional Postings available from Seen Nutrition #J-18808-Ljbffr Tompkins Chamber