Customer Experience Team Lead

Customer Experience Team Lead
Location: Brooklyn, New York (In-Office)

About Pyle USA:
Pyle USA is a fast-growing consumer electronics brand with a strong presence on Amazon and other marketplaces. We’re seeking a thoughtful, experienced, and hands-on leader to join our Customer Experience team.

This in-office role based at our Brooklyn HQ is perfect for someone passionate about delivering exceptional service, thriving in a fast-paced environment, and experienced in managing support teams and marketplace operations.

About the Role:
As the Customer Experience Team Lead, you will oversee daily support operations, lead a small team of agents, and play a vital role in improving customer satisfaction across Amazon and other platforms. You will collaborate cross-functionally with fulfillment, marketing, and leadership teams to ensure every customer interaction reflects our values and drives loyalty.

Our Ideal Customer Experience Team Lead is:

• Team Player: Supports others, communicates clearly, and leads by example

• Proactive & Positive: Solves problems, owns challenges, and brings energy

• Customer-First: Cares deeply about service, models empathy and follow-through

• Business-Minded: Thinks big picture, drives improvements, balances needs

• Growth-Oriented: Open to feedback, eager to learn, helps the team level up

Key Responsibilities:

• Manage and support a team of customer service agents

• Own escalated tickets and complex customer issues across Amazon, Walmart, Shopify, and other platforms

• Monitor and report on KPIs such as response time, resolution time, and CSAT

• Provide coaching, feedback, and training to agents

• Identify recurring issues and collaborate on solutions with sales and product teams

• Maintain and improve internal knowledge bases, templates, and communication flows

• Work closely with Amazon account managers to handle escalations and policy updates

Requirements:

• 2–3+ years in a customer support or team lead role

• Experience working in or managing Amazon customer service (Seller Central knowledge required)

• Strong written and verbal English communication skills

• Hands-on, problem-solving mindset with excellent judgment

• Experience with tools like Gorgias, Zendesk, or similar

• Familiarity with order/returns flows, policies, and metrics in Amazon & eCommerce

• Detail-oriented, organized, and able to prioritize and delegate effectively

Why Join Us:

• Competitive compensation: $70,000–$100,000/year

• Be part of a supportive, tight-knit team making an impact

• Work directly with leadership and gain exposure to the full business

• In-person role at our Brooklyn HQ