- Company Name
- Pickle
- Job Title
- Customer Experience Lead
- Job Description
-
**Job Title:** Customer Experience Lead
**Role Summary:**
Act as the company’s internal advocate for renters and lenders in a peer‑to‑peer marketplace. Lead and scale customer support operations while embedding customer insights into product roadmap, operations, and communication strategies. Drive a customer‑obsessed culture across cross‑functional teams in a fast‑moving startup environment.
**Expectations:**
- Minimum 5 years in customer experience, support, or related domains (marketplace, e‑commerce, tech).
- Proven track record of leading and scaling support teams.
- Demonstrated ability to uncover customer insights, translate them into product or operational improvements, and advocate for user needs.
- Strong analytical, cross‑functional collaboration, and communication skills.
- Empathy, user obsession, and experience with change management for product/operations roll‑outs.
- Comfortable in dynamic, startup settings and willing to wear multiple hats.
- Bonus: experience in peer‑to‑peer marketplaces or two‑sided platforms; familiarity with Zendesk, Intercom, or similar.
**Key Responsibilities:**
- Serve as the customer voice across Product, Operations, and leadership.
- Conduct regular interviews and feedback sessions; analyze support tickets and usage data to identify systemic issues.
- Partner with Product to embed insights into roadmap decisions; collaborate with Operations on delivery and logistics improvements.
- Own change management and communications for new features, policy updates, and operational roll‑outs.
- Lead, train, and scale the customer support team; establish empathy‑driven tone and performance standards.
- Build support processes, workflows, and documentation for efficient scaling.
- Manage all support channels (email, chat, in‑app) ensuring timely, helpful responses.
- Track and improve customer experience metrics (CSAT, NPS, response & resolution time).
- Develop dispute, trust & safety, and edge‑case handling policies.
- Cultivate a customer‑obsessed culture throughout the organization, championing user needs in every decision.
**Required Skills:**
- Leadership & team‑scaling competence.
- Customer insight extraction & data analysis.
- Cross‑functional collaboration (Product, Operations, Engineering).
- Change management & communication for launches and roll‑outs.
- Strong verbal & written communication.
- Empathy, user‑obsession, and problem‑solving mindset.
- Familiarity with support tools (Zendesk, Intercom, etc.) and metrics dashboards.
**Required Education & Certifications:**
- Bachelor’s degree in business, marketing, communications, or a related field (preferred).
- Relevant certifications in customer experience or support (e.g., CSX, CXHub) are a plus.