Customer Experience Lead – Job SpecificationJob Title: Customer Experience LeadLocation: Hybrid (3 days Office / 2 days WFH)Reports To: Operations Director Role SummaryAs 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 metricsImplement and manage a customer support platform (e.g., Gorgias)Create and maintain macros, FAQ content, and escalation processesTrack CS metrics: ticket volume, response time, resolution time, CSAT, and comp costBuild self-service resources to reduce ticket volumeLiaise with Ops, Warehouse and Sales teams for resolution supportProvide insights from customer and ticket trends to inform NPD, delivery, and UXManage athlete support:Be the primary liaison between STYRKR and athletes (pro, ambassador, or grassroots)Coordinate product shipments, samples, and creative needsSupport athlete onboarding and fueling strategy requestsWork with marketing to manage athlete content, feedback, and activationHire and train support agents as demand grows✅ Requirements3+ years in customer support (ideally e-commerce)Experience with tools like Zendesk, Gorgias, or similarStrong communicator with a sharp eye for tone of voiceAnalytical mindset: able to dig into data and spot trendsOrganised, proactive, and customer-obsessed