We’re looking for a Head of Customer Experience to build, lead, and scale our customer support function across our marketplace of brands and creators.
This is a senior, hands‑on leadership role for someone who has managed high-volume support operations at a fast‑growing technology company, e‑commerce business, or marketplace.
You’ll own the entire customer experience function, including team performance, support processes, escalations, systems, and service quality. You’ll lead a distributed support team and work closely with leadership, Account Management, Product, and Engineering to deliver a seamless experience for brands and creators.
We’re looking for someone who can build scalable systems while remaining hands‑on with complex issues and day‑to‑day operations.
What You’ll Do
- Build, lead, and scale a high-performing customer experience team, including hiring, training, coaching, and performance management.
- Own day‑to‑day support operations, ticket queues, escalations, and customer communication across brands and creators.
- Develop support processes, escalation workflows, service‑level agreements (SLAs), and quality standards.
- Track and improve key CX metrics, including response times, resolution times, ticket backlog, escalation rates, and agent productivity.
- Personally manage complex and high‑priority customer issues, ensuring timely resolution.
- Implement and optimize customer support tools, AI agents, automation, knowledge bases, and self‑service resources.
- Identify recurring customer issues and collaborate with Product and Engineering to address root causes.
- Work closely with Account Management and internal teams to improve onboarding, customer satisfaction, and retention.
- Build scalable systems and processes that maintain service quality as the business grows.
Qualifications
- 5+ years of experience in customer experience or customer support, including leadership experience.
- Proven track record of building, managing, and scaling high‑volume customer support operations.
- Experience managing distributed, offshore, or BPO support teams.
- Strong background in a fast‑growing technology company, e‑commerce business, consumer platform, or marketplace.
- Hands‑on experience managing significant ticket volumes, complex escalations, and support operations.
- Strong understanding of Shopify, Meta, and common e‑commerce integrations or advertising‑related support issues.
- Data‑driven approach with experience improving response times, resolution rates, customer satisfaction, and operational efficiency.
- Experience with support platforms such as Gorgias, Zendesk, or Intercom, including AI‑powered automation and workflows.
- Strong leadership, communication, and problem‑solving skills.
- Comfortable operating in a fast‑paced startup environment and remaining directly involved in day‑to‑day execution.
Preferred: Experience supporting a two‑sided marketplace, building AI‑enabled support operations, or scaling customer experience teams through rapid growth.
Location: US‑based; New York City preferred.
Why Trybe
- High‑growth environment: Join a rapidly scaling technology company transforming creator marketing.
- Real ownership: Build and lead the customer experience function, with the autonomy to shape its people, processes, and systems.
- Direct impact: Work closely with leadership and cross‑functional teams to improve the experience of thousands of brands and creators.
- Opportunity to build: Develop scalable support operations, implement AI‑driven solutions, and establish the foundation for long‑term growth.
- Career growth: Take on a high‑impact leadership role with significant responsibility as the company expands.