Customer Experience Team Leader - High growth wellness brand
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Customer Experience Team Leader
📍 London or Dubai | Hybrid
💰 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)
✔ Experience using tools such as Gorgias, Zendesk or similar
✔ Strong operational mindset with attention to detail
✔ Confident handling escalations and improving processes
✔ Proactive, solutions-focused and comfortable in a fast-paced environment
✔ 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