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Responsibilities
Customer Experience & Retention:
- Improve customer satisfaction, retention, and subscriber experience.
- Analyze customer journeys and identify friction points.
- Reduce avoidable cancellations and support volume.
- Improve customer education and self-service experiences.
Voice of Customer:
- Conduct customer interviews and feedback sessions.
- Identify recurring customer themes and root causes.
- Build VOC reporting and share insights with leadership.
- Translate customer insights into operational and product improvements.
AI & CX Operations:
- Train, optimize, and audit AI support agents.
- Improve AI-assisted customer support workflows.
- Evaluate AI performance and identify improvement opportunities.
- Partner with Operations to balance AI and human support experiences.
CX Analytics:
- Analyze churn, retention, refund, cancellation, review, and customer-support trends.
- Conduct cohort analysis and identify customer behavior patterns.
- Develop recommendations from CX data and customer feedback.
Cross-Functional Leadership:
- Partner with Product, Marketing, Lifecycle, Operations, and Leadership teams.
- Influence roadmaps and business decisions using customer insights.
- Own CX documentation, SOPs, QA frameworks, and knowledge management.
Required Experience:
- 3+ years of experience in DTC ecommerce, subscription brands, or consumer products.
- Experience supporting physical products sold online.
- Experience with refunds, returns, cancellations, shipping issues, and customer support operations.
- Experience conducting customer interviews and gathering customer feedback.
- Experience analyzing customer behavior and identifying trends.
- Experience with Zendesk, Gorgias, Intercom, or equivalent helpdesk platforms.
- Experience working cross-functionally with Product or Operations teams.
- Strong written and verbal English.
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