Customer Experience Lead

Job Description

MAJOR RESPONSIBILITIES

The Customer Service Lead plays a key role in the day-to-day operations of the Customer Experience team, handling all customer inquiries and interactions, including customer reviews. In this lead position, you’ll act as a senior point of contact for both customers and team members—serving as a go-to resource for resolving Tier 2 escalations, maintaining internal resources, and ensuring service KPIs are met.

In addition to supporting customer inquiries, the Customer Service Lead will assist with training and onboarding new agents, help manage team performance, and maintain internal CX documentation such as handbooks and spreadsheets. You will be expected to lead by example—representing our premium brand and product through clear, kind, and prompt communication with customers and internal partners alike.

The goal of this role is to help uphold excellent service standards, contribute to operational efficiency, and ensure high customer satisfaction across all touchpoints.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Identify and assess customers’ needs to achieve satisfaction
• Communicate with customers across multiple channels
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Coordinate white glove deliveries and proactively manage escalations with our carrier partners to ensure a seamless customer experience.
• Handle Tier 1 and Tier 2 customer complaints and escalations, providing timely and thoughtful resolutions
• Act as the point person for escalated or complex customer issues when the Customer Experience Manager is unavailable
• Support the onboarding and training of new agents
• Help maintain team KPIs and ensure service standards are met
• Consistently update and maintain internal CX resources such as handbooks, training documentation, and CS-related spreadsheets
• Follow communication procedures, guidelines, and policies
• Maintain a positive, empathetic, and professional attitude at all times
• Ensure all company policies are being followed and flag any exceptions or concerns to the Manager

QUALIFICATIONS

Why Join Business & Pleasure Co.?

∙ Iconic Brand : Join a fast-growing, stylish, and reputable outdoor lifestyle brand.

∙ Career Growth : Be a key leader in shaping and driving improvements across operations

∙ Competitive Compensation : This position offers a competitive hourly rate of $30–$32 per hour, commensurate with qualifications and experience.

∙ Comprehensive Benefits : Health insurance, retirement plans, and paid time off.

∙ Creative & Collaborative Environment : Work with passionate professionals in a dynamic industry.