Head of Customer Experience

About Trybe Trybe is a fast-growing, performance-based creator marketing platform helping brands scale through high-performing user-generated content (UGC). We connect brands with creators who produce authentic, engaging content that brands can turn into high-performing paid ads. We're building a new way for brands and creators to grow together, and we're looking for ambitious people to join us. We're looking for a Head of Customer Experience to build, lead, and scale our customer support function across our marketplace of brands and creators. This is a senior, hands-on leadership role for someone who has managed high-volume support operations at a fast-growing technology company, e-commerce business, or marketplace. You'll own the entire customer experience function, including team performance, support processes, escalations, systems, and service quality. You'll lead a distributed support team and work closely with leadership, Account Management, Product, and Engineering to deliver a seamless experience for brands and creators. We're looking for someone who can build scalable systems while remaining hands-on with complex issues and day-to-day operations. What You'll Do Build, lead, and scale a high-performing customer experience team, including hiring, training, coaching, and performance management.Own day-to-day support operations, ticket queues, escalations, and customer communication across brands and creators.Develop support processes, escalation workflows, service-level agreements (SLAs), and quality standards.Track and improve key CX metrics, including response times, resolution times, ticket backlog, escalation rates, and agent productivity.Personally manage complex and high-priority customer issues, ensuring timely resolution.Implement and optimize customer support tools, AI agents, automation, knowledge bases, and self-service resources.Identify recurring customer issues and collaborate with Product and Engineering to address root causes.Work closely with Account Management and internal teams to improve onboarding, customer satisfaction, and retention.Build scalable systems and processes that maintain service quality as the business grows. Qualifications 5+ years of experience in customer experience or customer support, including leadership experience.Proven track record of building, managing, and scaling high-volume customer support operations.Experience managing distributed, offshore, or BPO support teams.Strong background in a fast-growing technology company, e-commerce business, consumer platform, or marketplace.Hands-on experience managing significant ticket volumes, complex escalations, and support operations.Strong understanding of Shopify, Meta, and common e-commerce integrations or advertising-related support issues.Data-driven approach with experience improving response times, resolution rates, customer satisfaction, and operational efficiency.Experience with support platforms such as Gorgias, Zendesk, or Intercom, including AI-powered automation and workflows.Strong leadership, communication, and problem-solving skills.Comfortable operating in a fast-paced startup environment and remaining directly involved in day-to-day execution. Preferred: Experience supporting a two-sided marketplace, building AI-enabled support operations, or scaling customer experience teams through rapid growth. Must be based in New York City or willing to relocate and work in-office. Why Trybe High-growth environment: Join a rapidly scaling technology company transforming creator marketing.Real ownership: Build and lead the customer experience function, with the autonomy to shape its people, processes, and systems.Direct impact: Work closely with leadership and cross-functional teams to improve the experience of thousands of brands and creators.Opportunity to build: Develop scalable support operations, implement AI-driven solutions, and establish the foundation for long-term growth.Career growth: Take on a high-impact leadership role with significant responsibility as the company expands.