Customer Experience Lead

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.
• Strong written communication skills.
• 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.
• Able to analyze trends and communicate insights clearly to cross-functional partners.
• Experience managing or mentoring others.