Customer Experience Lead

About the role

We are seeking a hands‑on Customer Experience Lead to drive day‑to‑day operations for a fast‑growing US‑based e‑commerce company that manages multiple direct‑to‑consumer brands. The role is fully remote, operates on Central Standard Time, and will oversee queue health, agent performance, client communication, and quality standards using AI‑assisted support tools.

Key responsibilities

• Own queue health, SLA adherence, and timely resolution across assigned clients.
• Coordinate daily work, priorities, and coverage for the agent team.
• Run start‑of‑day briefings and ensure clean daily closures.
• Field client requests in real time and appropriately escalate larger issues.
• Review tickets, macros, and AI‑generated responses against each brand’s playbook.
• Produce weekly and monthly performance and voice‑of‑customer reports.
• Coach and develop agents with specific, regular feedback.
• Support onboarding and training as the team scales.
• Maintain up‑to‑date SOPs and documentation.
• Identify process gaps and drive improvements in tooling and efficiency.

Required profile

• Proven experience leading CX or support teams in a multi‑brand or multi‑client environment.
• Strong grasp of SLA management, queue operations, and performance metrics.
• Ability to coach and develop agents consistently.
• Comfortable working in ambiguous environments and building structure.
• Clear, warm written communication with sharp attention to detail.
• Experience with Gorgias or a similar help‑desk platform.
• Familiarity with AI‑assisted support tools.

Required skills

• Gorgias
• Shopify
• StayAI
• Redo