Head of Customer ExperienceWe9re looking for a
Head of Customer Experience to build, lead, and scale our customer support function across our marketplace of brands and creators.
This is a senior, hands-on leadership role for someone who has managed high-volume support operations at a fast-growing technology company, e-commerce business, or marketplace.
You9ll own the entire customer experience function, including team performance, support processes, escalations, systems, and service quality. You9ll lead a distributed support team and work closely with leadership, Account Management, Product, and Engineering to deliver a seamless experience for brands and creators.
We9re looking for someone who can build scalable systems while remaining hands-on with complex issues and day-to-day operations.
What You9ll Do- Build, lead, and scale a high-performing customer experience team, including hiring, training, coaching, and performance management.
- Own day-to-day support operations, ticket queues, escalations, and customer communication across brands and creators.
- Develop support processes, escalation workflows, service-level agreements (SLAs), and quality standards.
- Track and improve key CX metrics, including response times, resolution times, ticket backlog, escalation rates, and agent productivity.
- Personally manage complex and high-priority customer issues, ensuring timely resolution.
- Implement and optimize customer support tools, AI agents, automation, knowledge bases, and self-service resources.
- Identify recurring customer issues and collaborate with Product and Engineering to address root causes.
- Work closely with Account Management and internal teams to improve onboarding, customer satisfaction, and retention.
- Build scalable systems and processes that maintain service quality as the business grows.
Qualifications- 5+ years of experience in customer experience or customer support, including leadership experience.
- Proven track record of building, managing, and scaling high-volume customer support operations.
- Experience managing distributed, offshore, or BPO support teams.
- Strong background in a fast-growing technology company, e-commerce business, consumer platform, or marketplace.
- Hands-on experience managing significant ticket volumes, complex escalations, and support operations.
- Strong understanding of Shopify, Meta, and common e-commerce integrations or advertising-related support issues.
- Data-driven approach with experience improving response times, resolution rates, customer satisfaction, and operational efficiency.
- Experience with support platforms such as Gorgias, Zendesk, or Intercom, including AI-powered automation and workflows.
- Strong leadership, communication, and problem-solving skills.
- Comfortable operating in a fast-paced startup environment and remaining directly involved in day-to-day execution.
Preferred: Experience supporting a two-sided marketplace, building AI-enabled support operations, or scaling customer experience teams through rapid growth.
Must be based in New York City or willing to relocate and work in-office. 
