Customer Experience Lead

Are you ready to redefine customer support and shape a world-class experience?

A pioneering brand in the supplement industry is on a mission to empower individuals with meticulously crafted products backed by science, transparency, and uncompromising quality. Every product is rigorously tested in third-party US and EU labs, with Certificates of Analysis proudly displayed alongside their catalog.

They are now searching for a Customer Experience Lead to join their dynamic team and redefine what exceptional customer service looks like.

YOUR MISSION

In this role, you’ll be important in shaping how customers experience the brand. Reporting directly to the founder, you’ll have the unique opportunity to work closely with them for at least six months, gaining insights and mentorship while building and overseeing support operations.

From implementing a cutting-edge ticketing system to managing a remote team, you’ll ensure every customer feels valued and supported, while continuously improving response times and expanding communication channels.

This is a fully remote, full-time contractor role.

What’s In It For You

• Remote Flexibility: Enjoy working from anywhere in the world while aligning with European time zones
• Growth Potential: Opportunity to evolve into a leadership role as the head of the Customer Support and Online Reputation Department
• Supportive Culture: Be part of a transparent, data-driven team that values well-being, autonomy, and collaboration.
• Mentorship: Work directly with a visionary founder who will provide hands-on guidance and support during your first six month
• Starting compensation: The starting range for this role is $2,500–$3,500/month, which can be discussed further based on experience
  
  

What You’ll Do

• Implement and manage ticketing software (e.g., Zendesk, Gorgias) to enhance support efficiency and ensure seamless issue resolution
• Lead and mentor a remote support team, setting clear performance goals and ensuring KPIs are consistently exceeded
• Monitor and proactively manage the brand’s online reputation by addressing reviews and customer feedback promptly and professionally
• Develop and execute processes for live chat and call support within the first 90 days, ensuring a responsive and personalized customer experience
• Optimize communication strategies to deliver exceptional customer experiences that foster trust and long-term relationships
• Analyze and report on KPIs regularly, using insights to refine processes and drive continuous improvement
• Collaborate closely with the founder to align customer experience strategies with the brand’s overarching goals.
  
  

Who You Are

• Experienced Leader: 2+ years in customer support, including 1+ year in a management role
• Tech-Savvy: Proficient in ticketing systems like Zendesk; experience setting up macros, rules, and help articles
• Exceptional Communicator: Fluent in written and spoken English with a talent for resolving issues empathetically
• Data-Driven: Comfortable with compiling and analyzing performance data to guide decision-making
• Customer-Centric: Skilled at understanding customer needs and delivering solutions that exceed expectations
• Independent & Reliable: Thrives in a remote environment, managing time and responsibilities effectively
  
  

What Success Looks Like

• 30 Days: You’ve implemented a ticketing software system and aligned with the founder on key customer experience objectives.
• 60 Days: Live chat support is up and running with processes optimized for efficiency.
• 90 Days: Live call support is operational, and customer satisfaction metrics are consistently improving.
  
  

READY TO TRANSFORM CUSTOMER SUPPORT?

If you’re passionate about creating seamless customer journeys and driving brand loyalty, we’d love to hear from you. Apply now and help our client set new industry standards!