Job Summary

HR Talent Solutions is seeking a highly motivated and customer-focused Customer Experience Lead to support a fast-growing remote retail startup. In this role, you will be responsible for shaping, managing, and continuously improving the end-to-end customer journey. You will act as the voice of the customer within the organization, ensuring exceptional service standards, resolving escalations, and driving loyalty through outstanding customer engagement strategies.

Key Responsibilities

Lead and manage the overall customer experience strategy for the retail startup
Oversee daily customer support operations across email, chat, and phone channels
Handle escalated customer issues and ensure timely resolution
Develop and implement customer service policies, workflows, and best practices
Monitor customer satisfaction metrics (CSAT, NPS) and identify improvement areas
Collaborate with product, sales, and operations teams to improve customer journey
Train and mentor customer support representatives
Analyze customer feedback and translate insights into actionable improvements
Ensure consistent brand tone and high-quality communication across all touchpoints

Required Skills and Qualifications

Excellent verbal and written communication skills in English
Strong leadership and team management abilities
Experience with CRM tools (e.g., Zendesk, Freshdesk, HubSpot, or similar)
Strong problem-solving and conflict resolution skills
Ability to work independently in a remote environment
Customer-first mindset with strong attention to detail
Good understanding of e-commerce or retail customer workflows

Experience

Minimum 3–6 years of experience in customer service, customer success, or client experience roles
At least 1–2 years in a team lead or supervisory role preferred
Experience in retail, e-commerce, or startup environments is an advantage

Working Hours

Full-time remote position
Flexible schedule with overlap in core business hours
Occasional availability required for escalations or urgent issues
5 working days per week (may include weekends depending on business needs)

Knowledge, Skills, and Abilities

Strong analytical skills to interpret customer data and trends
Ability to manage multiple priorities in a fast-paced environment
High emotional intelligence and empathy toward customers
Strong organizational and time management skills
Ability to implement process improvements and automation tools
Comfort working in a distributed (remote) team setup

Benefits

Competitive salary package
Remote work flexibility
Performance-based incentives
Career growth opportunities in a fast-scaling startup
Access to learning and development resources
Supportive and collaborative work culture
Paid time off and company holidays

Why Join

Join HR Talent Solutions and be part of a dynamic remote retail startup where your work directly shapes customer satisfaction and business success. This is an opportunity to build impactful customer experience systems from the ground up while growing your leadership career in a high-growth environment.

How to Apply

Interested candidates can apply by sending their updated resume and a brief cover letter highlighting relevant experience to the HR Talent Solutions recruitment team. Please include “Customer Experience Lead – Remote Retail Startup” in the subject line of your email. Shortlisted candidates will be contacted for the next steps in the selection process.

Customer Experience Lead – Remote Retail Startup

Job Description