Customer Experience Team Lead

Responsibilities

• Lead & Elevate the Customer Experience Team in the US
• Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints
• Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high-quality engagement and long-term growth
• Build a strong, customer-first culture grounded in empathy, accountability, and continuous improvement
• Support Customer Experience Performance & Operations
• Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey
• Maintain visibility into day-to-day operations, ensuring strong coverage, timely responses, and a consistently high-quality customer experience
• Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery
• Support Customer Insights & Experience Improvement
• Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows
• Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience
• Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision-making
• Handle Escalations & Experience Design
• Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution
• Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process
• Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions
• Support US CX Operations & Growth
• Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working
• Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations
• Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience
• What You'll Bring to the Team
• Leadership & Customer Experience Expertise
• 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high-performing teams
• Strong ability to balance strategic thinking with operational execution
• Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization
• Operational & Strategic Excellence
• Proven ability to define, measure, and improve CX performance through data-driven decision-making
• Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simulta

Benefits

Additional Information

We're putting together a talented team to build the #1 training platform for Runners We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. We're growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we've built & in 2025 we were acquired by Strava ! Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We're growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey, now is a really magical time to join. 🚀 About This Role This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands-on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction. You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards. Working closely with cross-functional teams, you'll ensure customer insights are translated into meaningful product and experience improvements. This is a high-impact role with strong growth potential, offering the opportunity to scale a team and influence the overall customer journey.

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