Customer Experience Lead
Full Time · Dorking RH4 · (4 days in office/1 day at home)

A fast-growing e-commerce accessories brand is seeking a Customer Experience Lead to take ownership of the full customer journey and support the smooth running of customer service operations.

This role is ideal for someone who enjoys improving processes, managing service performance, and creating exceptional experiences for customers. You will also oversee one full-time remote team member based overseas.

Key Responsibilities

Customer Experience

• Improve the end-to-end customer journey across email, chat, social media, and website touchpoints.
• Identify customer pain points and implement solutions to increase satisfaction and reduce friction.
• Analyse reviews, feedback, and support data to drive continuous improvements.

Customer Service Operations

• Oversee daily customer service activity, ensuring all enquiries are handled promptly and professionally.
• Manage, train, and support one remote customer service representative.
• Handle escalations and ensure service and response targets are met.
• Maintain service guidelines, templates, and help centre content.

eCommerce Support

• Partner with ecommerce teams to improve clarity across the website, product pages, and FAQs.
• Help refine checkout, delivery, and returns processes.

Team & Collaboration

• Work closely with marketing, fulfilment, and product teams to maintain a consistent and positive customer experience.
• Produce regular reporting on customer insights, service performance, and improvement opportunities.

About You

• Strong experience in customer experience or customer service management.
• Experience supervising or managing team members, ideally remotely.
• Strong understanding of e-commerce and online customer journeys.
• Confident analysing data to identify trends and areas for improvement.
• Excellent communication skills and a naturally customer-focused approach.
• Highly organised and comfortable working in a fast-moving environment.

Desired Skills

• Experience with Shopify or similar e-commerce platforms.
• Familiarity with CRM or helpdesk tools such as Gorgias or Zendesk.
• Experience supporting customers across UK, EU, or US markets.

Why Apply?

• Opportunity to shape customer experience across multiple markets.
• Autonomy to drive ideas and improvements.
• Collaborative team environment with flexibility and growth potential.
• Employee benefits such as discounts, pension scheme, social events, and hybrid working options.