Customer Experience Team Leader
đź“Ť London or Dubai | Hybrid
đź’° Strong salary + package
🚀 Subscription experience would be highly desirable
I’m working with a high-growth global wellness brand scaling rapidly across DTC, retail and international markets. With strong momentum and expansion underway, they’re investing in building best-in-class customer operations to support their next phase of growth
They are now hiring a Customer Experience Team Leader to take ownership of day-to-day CX operations and help elevate systems, processes and performance.
About the role
This is a hands-on role focused on running and improving customer support operations. You’ll take ownership of the inbox, escalations and workflows, while working closely with an external support team to ensure high-quality service across all channels.
Key responsibilities include:
* Managing day-to-day inbox, escalations and customer queries
* Optimising the CX platform (Gorgias), including macros, automation and workflows
* Improving response times, efficiency and service quality
* Supporting and guiding external support teams to maintain high standards
* Monitoring performance metrics (CSAT, response times, resolution rates)
* Identifying trends and implementing improvements across the customer journey
Your experience
✔ 1–3 years in customer operations, CX or support roles (ideally in a startup or subscription business)
âś” Experience using tools such as Gorgias, Zendesk or similar
âś” Strong operational mindset with attention to detail
âś” Confident handling escalations and improving processes
âś” Proactive, solutions-focused and comfortable in a fast-paced environment
âś” Bonus: exposure to AI/chatbots or automation tools
What’s on offer
* High ownership role in a fast-growing global brand
* Opportunity to shape and improve CX operations
* Hybrid working and strong flexibility
* Private healthcare and wellness benefits
* Clear progression as the business scales