Job Description Customer Experience Lead – Job Specification
Job Title: Customer Experience Lead
Location: Hybrid (3 days Office / 2 days WFH)
Reports To: Operations Director
Role Summary
As STYRKR continues to scale, we’re looking for a Customer Experience Lead to build and own a world-class customer support function. You'll set the standards for how we communicate with customers and athletes, streamline our support systems, and turn every touchpoint into a brand-building moment.
Responsibilities
Own all customer service systems and performance metrics
Implement and manage a customer support platform (e.g., Gorgias)
Create and maintain macros, FAQ content, and escalation processes
Track CS metrics: ticket volume, response time, resolution time, CSAT, and comp cost
Build self-service resources to reduce ticket volume
Liaise with Ops, Warehouse and Sales teams for resolution support
Provide insights from customer and ticket trends to inform NPD, delivery, and UX
Manage athlete support