Customer Experience Lead

Customer Experience Lead

Must be located in NYC (we are in office Monday - Thursday).

Please apply by emailing recruiting@shoponpickle.com with "Customer Experience Lead" in the subject line and include the following :

• Share 1-3 (max) bullets on why you think you're a standout applicant for this role.
• Share 1-2 (max) bullets summarizing a customer experience initiative you're most proud of and the impact it drove (we love metrics!)
• Share your Pickle username and your favorite app feature

Pickle is a rental marketplace that aims to monetize the billions of underutilized assets sitting in consumers closets and brands inventory. Users can easily tap into shared closets within their community through flexible and / or on-demand delivery options. Our goal is to provide affordable and convenient access to quality items exactly when our users need them. We are starting with P2P clothing / accessories and expanding to other categories.

We're looking for a passionate and experienced Customer Experience Lead to be the voice of our customers and the champion of their happiness. This role goes far beyond traditional supportyou'll uncover customer pain points, identify usage trends, and partner with Product and Operations to continuously improve our service. You'll ensure every new feature, ops flow, and delivery change is rolled out with our customers' needs at the center.

Role Overview :

As Customer Experience Lead, you'll be the internal advocate for our community of renters and lenders. You'll lead customer support operations, but more importantly, you'll be embedded in strategic decisions across the companyfrom product roadmap discussions to operational changes. Your deep understanding of customer needs will inform how we build, what we prioritize, and how we communicate changes.

You'll interview customers regularly, analyze trends in support tickets and product usage, and translate insights into actionable recommendations. When we launch a new delivery option, update our trust & safety policies, or ship a product feature, you'll ensure our customers understand it, love it, and benefit from it.