About The Feed:

The Feed, a leading provider of nutrition for endurance athletes, is seeking a dynamic and customer-focused individual to join our team as a Customer Experience Lead. In this role, you will be crucial in ensuring a seamless and positive experience for our customers. The ideal candidate will have a passion for endurance sports and a strong customer service, operations, and management background.

Role Overview:

As a Customer Experience Lead, you will play a pivotal role in shaping the customer experience as it relates to all things customers. Your responsibilities will span various aspects of leading a customer support team in the office and virtually, creating operating procedures, customer communication, and cross-functional collaboration to ensure a seamless and enriching customer experience.

Responsibilities:

• Lead, motivate, and develop a team of customer experience professionals, fostering a positive and collaborative work environment.
• Effectively manage both local and remote team members, ensuring seamless communication and collaboration.
• Setting SLAs both individually and as a team to ensure we are responding to our customers timely and resolving issues quickly.
• Respond to customer requests and oversee the resolution of customer issues, ensuring timely and effective solutions.
• Implement strategies to minimize customer escalations and improve overall customer satisfaction.
• Work on critical projects that align with business objectives, contributing to the strategic growth and success of The Feed.
• Collaborate with cross-functional teams to implement initiatives that enhance the overall customer experience.
• Analyze customer journeys and identify opportunities to improve the overall experience.
• Assist with the development of SOPs, macros, and workflows.
• Analyze agent performance and improvement opportunities.
• Create improvement paths for staff and the overall customer experience.
• Identify and implement operational efficiencies to streamline customer service processes.
• Provide regular reports and updates on customer experience metrics, identifying areas for improvement and implementing solutions.
• Design and implement customer experience strategies that align with the company’s goals and objectives.
• Analyze customer feedback and data to identify areas for improvement.
• Collaborate with the marketing and digital teams to develop and implement effective digital strategies that enhance customer engagement.
• Stay abreast of industry trends and incorporate innovative approaches to improve the online customer experience.
• Implement digital solutions to personalize interactions and proactively address customer needs.
• Work closely with cross-functional teams, including marketing, IT, and customer support, to ensure seamless integration of digital initiatives.
• Communicate effectively with internal stakeholders and external partners to align strategies and goals.
• Work closely with relevant departments to enhance internal workflows and optimize overall operations.

Qualifications:

• Bachelor’s Degree in Communication, Business Administration, Marketing, Nutrition, Sports Science, or a related discipline.
• Experience in the athletic nutrition industry or familiarity with nutritional products aimed at athletes.
• 2 years as a customer experience lead or manager
•  with online sales platforms, digital marketing, and e-commerce strategies is particularly valuable, given the nature of the business.
• Deep understanding of sports nutrition products, including their benefits, ingredients, and how they meet the needs of different athletic disciplines.
• Strong organizational and communication skills.

Desired Qualifications:

• 3-5 years of experience in a sales role, preferably within the health, fitness, or sports nutrition industry.
• At least one year of managing a CX team of 10 agents both in the office and remotely.
• At least two years working in a customer service role for an e-commerce website.
• Strong understanding of the physiological demands required of professional endurance athletes.
• Experience with Gorgias (or similar customer service platforms), Shopify, Google Workspace, Asana and other e-commerce tools