Customer Experience Team Lead
Job in
Denver, Denver County, Colorado, 80285, USA
Listed on 2026-06-18
Listing for:
Runna
Part Time
position Listed on 2026-06-18
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, CRM System, HelpDesk/Support, Customer Service Rep
Job Description & How to Apply Below
About This Role
This role leads the US Customer Experience team within General Support, focusing on delivering a high-quality, consistent, and scalable customer experience. You will manage and develop a team of associates, drive performance through clear metrics like CSAT and NPS, and ensure day-to-day operations run smoothly. The role combines hands‑on leadership with strategic thinking, requiring you to balance team development, operational execution, and customer satisfaction.
WhatYou’ll Do
- Lead the Customer Experience team in the US, setting the vision for how we deliver exceptional, consistent, and scalable customer interactions across all touchpoints.
- Manage and develop a team of Customer Experience Associates, providing strategic guidance, coaching, and performance management to ensure high‑quality engagement and long‑term growth.
- Build a strong, customer‑first culture grounded in empathy, accountability, and continuous improvement.
- Track and monitor key CX metrics (CSAT, NPS, response quality), using insights to identify trends and highlight opportunities for improvement across the customer journey.
- Maintain visibility into day‑to‑day operations, ensuring strong coverage, timely responses, and a consistently high‑quality customer experience.
- Identify recurring themes and friction points in customer interactions, and contribute to actionable improvements in processes, workflows, and experience delivery.
- Surface customer insights and identify recurring themes to help refine CX processes, communication standards, and workflows.
- Contribute to initiatives that improve customer satisfaction, onboarding, retention, and overall lifecycle experience.
- Ensure customer feedback is consistently captured, organized, and shared with relevant stakeholders to support informed decision‑making.
- Act as a point of escalation for more complex or sensitive technical issues, supporting the team in troubleshooting and resolution.
- Ensure issues are clearly documented and passed to the appropriate teams when needed, maintaining a structured and efficient escalation process.
- Continuously improve customer communication standards, ensuring clarity, consistency, and tone across all interactions.
- Support hiring and onboarding for the US Customer Experience team, helping new team members ramp effectively and integrate into established ways of working.
- Contribute to improving processes, workflows, and documentation to enhance team efficiency, consistency, and scalability within US operations.
- Assist in evaluating and optimizing tools and systems that support team productivity and the overall customer experience.
- 3+ years of experience in customer experience, customer success, or support leadership roles, with a track record of managing and scaling high‑performing teams.
- Strong ability to balance strategic thinking with operational execution.
- Exceptional communication skills, with the ability to influence stakeholders and represent the customer at all levels of the organization.
- Proven ability to define, measure, and improve CX performance through data‑driven decision‑making.
- Strong organizational skills, with experience managing multiple priorities, programs, and stakeholders simultaneously.
- Experience building and optimizing processes in fast‑paced, scaling environments.
- Deep understanding of customer needs and behaviors, with the ability to identify patterns and drive meaningful improvements.
- Comfortable working with ambiguity and leading through change.
- Strong problem‑solving skills with a focus on proactive, experience‑driven solutions rather than reactive support.
- Experience with customer communication and collaboration tools such as Intercom, Slack, Notion, Jira, and Google Workspace.
- Familiarity with CX platforms, feedback tools, and CRM systems (Intercom preferred).
We offer a salary of $92,800 – $98,500
, plus participation in Strava’s long‑term incentive (stock) programs. Benefits in the USA include:
- Flexible working – we typically spend 3 days a week together in the office.
- 25 days holiday, plus bank holidays.
- Free Runnable & Strava subscriptions for you and 3 of your friends.
- Headspace membership.
- Annual money to spend on gear, events, and gym.
- Health insurance (including dental and vision) and workplace 401(k) scheme.
- Modern Health – a mental wellness platform and app that combines technology with professional support.
- Carrot fertility support – inclusive fertility, hormonal health, and family‑forming benefits to our global employee population.
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