Customer Experience Lead

We are seeking a motivated and experienced  Customer Experience Lead  to join our team and help drive exceptional support for our global community. If you’re enthusiastic about watches, have a passion for delivering outstanding customer experiences, and possess Zendesk and CRM administration skills, we want to hear from you.

Position Overview

As a Customer Experience Lead, you will oversee and optimize our customer support operations across email, phone, and live chat. You will ensure users receive timely, accurate, and personalized support, while also managing Zendesk workflows, reporting, and administrative functions. This role combines hands-on support, team leadership, process improvement, and knowledge management to elevate our overall customer experience. You will work  directly with the Head of Customer Service  to implement strategies, optimize workflows, and drive excellence across the support team.

Key Responsibilities

• Lead and manage daily customer support operations, ensuring timely and professional responses to emails, calls, and chats.
• Deliver high-quality, solution-oriented support while setting the standard for customer interactions.
• Serve as the primary  Zendesk administrator , managing workflows, automations, macros, user roles, permissions, and dashboards.
• Oversee ticket management, track key metrics, and generate insights through Zendesk reporting to improve processes and performance.
• Create, maintain, and update Help Center documentation , ensuring clear and accurate guidance for users.
• Mentor and support team members, providing guidance, training, and best practices in customer service and Zendesk usage.
• Collaborate with cross-functional teams and work  closely with the Head of Customer Service  to optimize workflows and enhance the overall customer experience.
• Lead special support projects and initiatives to improve service efficiency and user satisfaction.
• Maintain up-to-date knowledge of our watch platform to provide accurate guidance to users.
• Troubleshoot complex customer issues, providing thoughtful and proactive solutions.

Requirements

Benefits