Job Summary

HR Talent Solutions is seeking a highly motivated and customer-centric Customer Experience Lead to join a fast-growing remote retail startup. This role is ideal for a strategic thinker with a passion for customer satisfaction, brand loyalty, and service excellence.

As the Customer Experience Lead, you will be responsible for designing, implementing, and continuously improving customer journeys across all digital touchpoints. You will lead initiatives that ensure customers receive consistent, high-quality, and personalized experiences while driving retention, engagement, and long-term value.

This is a remote role offering the opportunity to work with cross-functional teams including marketing, product, operations, and support to shape the overall customer experience strategy of a modern retail brand.

Key Responsibilities

• Develop and execute end-to-end customer experience strategies aligned with business goals.
• Own the customer journey across channels including email, chat, social media, and e-commerce platforms.
• Analyze customer feedback, reviews, and support metrics to identify improvement areas.
• Design customer onboarding, engagement, and retention programs.
• Lead and mentor customer support teams to ensure service excellence.
• Collaborate with product and marketing teams to optimize user experience.
• Implement customer satisfaction metrics (CSAT, NPS, CES) and track performance.
• Resolve escalated customer issues and ensure timely resolutions.
• Create SOPs, playbooks, and training materials for customer-facing teams.
• Act as the voice of the customer within the organization.

Required Skills and Qualifications

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proven experience in customer experience or customer success roles.
• Strong analytical and problem-solving mindset.
• Ability to work in a fast-paced startup environment.
• Experience with CRM and customer support tools.
• Customer-first mindset with a passion for service excellence.
• Ability to manage multiple priorities and projects simultaneously.

Experience

• Bachelor’s degree in Business, Marketing, Communications, or related field (preferred).
• 3–6 years of experience in customer experience, customer success, or customer support leadership roles.
• Prior experience in e-commerce, retail, SaaS, or digital-first companies is a strong advantage.
• Experience working in remote or distributed teams is preferred.

Working Hours

• Full-time, remote position.
• Flexible working hours with overlap required for key team meetings.
• Availability to support global customers across different time zones when needed.

Knowledge, Skills, and Abilities

• Deep understanding of customer journey mapping and experience design.
• Knowledge of customer support platforms and CRM systems.
• Strong data interpretation and reporting skills.
• Ability to influence stakeholders without direct authority.
• High emotional intelligence and conflict resolution skills.
• Strategic thinking with hands-on execution capability.
• Adaptability and resilience in a growing startup environment.

Benefits

• Competitive salary package.
• Fully remote work environment.
• Flexible working schedule.
• Performance-based bonuses.
• Professional development and training opportunities.
• Career growth in a rapidly scaling startup.
• Collaborative and inclusive work culture.
• Paid time off and wellness programs.

Why Join

At HR Talent Solutions, we connect top talent with innovative companies shaping the future of work. This role offers a unique opportunity to make a direct impact on customer satisfaction and brand success. You will be part of a forward-thinking team where your ideas matter, your leadership is valued, and your career growth is supported.

If you are passionate about delivering world-class customer experiences and want to build something meaningful in a remote-first environment, this role is for you.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter outlining their relevant experience and motivation for the role.

Shortlisted applicants will be contacted by HR Talent Solutions for an initial screening followed by interviews with the hiring team.