eCommerce Customer Experience Lead

eCommerce Customer Experience Lead | DTC scale-up

London (5 days office)

£45,000

As the Customer Experience Lead, you will:

• Lead and manage daily customer support operations, including resolving complex customer inquiries, handling subscription issues, and providing VIP customer support.
• Optimise and document CS processes to enhance efficiency, improve response times, and elevate customer satisfaction.
• Coach, train, and develop the CS team to maintain high-performance standards.
• Own key support metrics by analysing trends and implementing strategies to increase retention and customer loyalty.

You will need the following skillsets:

• Proven experience in a customer support experience role in D2C/eCommerce, with experience in managing a team.
• Proven success improving key CS metrics in a fast-paced environment.
• Strong understanding of subscription business models and customer retention strategies.
• Comfortable analysing customer service metrics to drive performance improvements.