Customer Experience Team Lead

Description

About Tailor Brands

We are Tailor Brands, a company at the forefront of helping small businesses succeed. Our all-in-one platform empowers over 40 million entrepreneurs worldwide to launch, manage, and grow their businesses. At the heart of our solution is the Guidance Engine, which creates a personalized plan for every new business and simplifies the entire journey — from the first idea to long-term growth. More than just providing tools, we see ourselves as partners to our customers, offering a support system and practical guidance throughout their business-building journey.

Why this role matters

Our Customer Experience (CX) team is the face and heartbeat of helping our customers succeed. We’re looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change. You’ll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.

What You’Ll Do

• Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
• Manage team performance, ensuring they meet Tailor Brands' quality and efficiency.
• Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
• Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
• Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
• Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
• Manage escalations, providing expert problem-solving and guidance to the team.

Requirements

What You’Ll Bring

• 2+ years leading a Customer Support/Customer Experience/BPO team (B2C and/or tech/SaaS) - Must.
• 3-5 years in CX/Support/Success/Account Management roles serving end users.
• Proven ability to make decisions from data (CX metrics, trend analysis, root cause).
• Hands-on ownership & initiative: You roll up your sleeves, see around corners, connect dots across the business, and drive change without waiting for permission.
• Excellent coaching, communication, and cross-functional collaboration skills.
• Nice to have: experience with CX platforms (e.g., Zendesk/Intercom/Freshdesk), knowledge base/QA frameworks.
• Exceptional spoken and written English - Must.
• This role requires working primarily during U.S. business hours (currently 14:00–23:00), and may require international travel.