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HYV-CX-01
Customer Experience Lead
Operations · CX
Turn every customer interaction into a reason to love the brand — and a source of product truth.
Mission
Own the end-to-end customer experience, from first question to post-purchase delight. You'll make support feel premium, resolve issues fast, and turn what customers tell us into product and ops improvements.
What you'll own
- Own CX across chat, email, social and marketplaces.
- Make every interaction fast, human and on-brand.
- Close the loop: feed customer insight to product and ops.
- Build playbooks and, over time, a small CX team.
- Own CSAT, response time, and resolution as your metrics.
What success looks like
- CSAT and response times are best-in-class.
- Recurring issues get fixed at the root, not re-answered.
- Customers mention support in their reviews — positively.
First 30 days
- Answer tickets yourself to learn the customer cold.
- Fix the top three recurring complaints.
- Set up CX metrics and tooling.
First 90 days
- Own a premium, fast CX operation.
- Have insight loops feeding product and ops.
- Draft the plan for scaling the team.
The ideal candidate
- You genuinely like customers and it shows.
- You're a systems-builder, not just a responder.
- You write clearly and warmly.
Required
- 2+ years in CX / support, ideally D2C
- Excellent written communication
- Data-led approach to CSAT and resolution
- Comfort with helpdesk tooling
Preferred
- Built a CX function early
- Marketplace support experience
- Basic analytics / SQL
Tools you'll use
Gorgias / ZendeskShopifySlackNotionMarketplace seller panels
Interview process
01
Application — We review your history.
02
Intro call — 30 min on your approach.
03
Work sample — A paid, real CX scenario.
04
Founder conversation — Fit and values.
05
Offer — Fast and clear.
Compensation
Final numbers reflect experience and impact. We pay for talent density.
Apply