Customer Experience Lead

Job Summary

A company is looking for a Customer Experience Lead to manage customer support and improve the merchant experience.

Key Responsibilities

• Own the customer support queue and respond to merchant inquiries with urgency and empathy
• Assist with merchant onboarding and offboarding, ensuring smooth transitions
• Monitor support queues, report trends, and maintain internal documentation to enhance customer support

Required Qualifications

• 2+ years of experience in a customer-facing support or operations role, preferably in a SaaS or tech environment
• Hands-on experience with support and CRM tools like Zendesk or Salesforce
• A self-starter mindset with the ability to manage time and priorities effectively
• Curiosity and a willingness to learn about payments and related technologies
• Familiarity with APIs or technical integrations is a plus