Customer Experience Team Leader

London or Dubai | Hybrid

Strong salary + package

Subscription experience would be highly desirable

I’m working with a high-growth global wellness brand scaling rapidly across DTC, retail and international markets. With strong momentum and expansion underway, they’re investing in building best-in-class customer operations to support their next phase of growth

They are now hiring a Customer Experience Team Leader to take ownership of day-to-day CX operations and help elevate systems, processes and performance.

About the role

This is a hands-on role focused on running and improving customer support operations. You’ll take ownership of the inbox, escalations and workflows, while working closely with an external support team to ensure high-quality service across all channels.

Key responsibilities include:

• Managing day-to-day inbox, escalations and customer queries
• Optimising the CX platform (Gorgias), including macros, automation and workflows
• Improving response times, efficiency and service quality
• Supporting and guiding external support teams to maintain high standards
• Monitoring performance metrics (CSAT, response times, resolution rates)
• Identifying trends and implementing improvements across the customer journey

Your experience

✔ 1–3 years in customer operations, CX or support roles (ideally in a startup or subscription business)

✔ Experience using tools such as Gorgias, Zendesk or similar

✔ Strong operational mindset with attention to detail

✔ Confident handling escalations and improving processes

✔ Proactive, solutions-focused and comfortable in a fast-paced environment

✔ Bonus: exposure to AI/chatbots or automation tools

What’s on offer

• High ownership role in a fast-growing global brand
• Opportunity to shape and improve CX operations
• Hybrid working and strong flexibility
• Private healthcare and wellness benefits
• Clear progression as the business scales