Job Summary

Global MNC Tech is seeking a highly motivated and strategic Customer Experience Lead to drive and elevate the end-to-end customer journey for our fast-growing remote retail startup. This role is ideal for a customer-centric professional who is passionate about building world-class service operations, optimizing customer touchpoints, and leading initiatives that enhance satisfaction, loyalty, and lifetime value.

As a Customer Experience Lead, you will act as the voice of the customer within the organization, collaborating cross-functionally with product, marketing, sales, and operations teams. You will design scalable customer experience frameworks, implement best-in-class service processes, and leverage data insights to continuously improve how customers interact with our brand.

Key Responsibilities

• Develop and execute a comprehensive customer experience (CX) strategy aligned with business goals.

• Own the entire customer journey, from onboarding to post-purchase support and retention.

• Build and manage customer service workflows, policies, and escalation processes.

• Analyze customer feedback, NPS, CSAT, and other KPIs to identify improvement areas.

• Lead customer experience initiatives, including service design, journey mapping, and process optimization.

• Collaborate with product and engineering teams to translate customer insights into product enhancements.

• Create training materials and best practices for customer support and success teams.

• Handle complex customer issues and act as a senior point of contact for escalations.

• Implement CX tools, CRM systems, and automation to improve efficiency and service quality.

• Champion a customer-first culture across the organization.

Required Skills and Qualifications

• Strong understanding of customer experience frameworks and service design principles.

• Excellent communication and interpersonal skills (written and verbal).

• Proven ability to analyze data and turn insights into actionable strategies.

• Experience with CRM and customer support platforms (e.g., Zendesk, Freshdesk, HubSpot, Intercom).

• Strong leadership, stakeholder management, and cross-functional collaboration skills.

• Customer-centric mindset with a passion for problem-solving.

• Ability to work independently in a remote environment.

• Strong organizational and project management skills.

Experience

• 5+ years of experience in Customer Experience, Customer Success, or Customer Support roles.

• At least 2 years in a leadership or senior CX role, preferably within a startup or digital business.

• Experience in e-commerce, retail, SaaS, or tech-driven environments is highly preferred.

• Demonstrated success in building or scaling customer experience operations.

Working Hours

• Fully remote role with flexible working hours.

• Core collaboration hours aligned with global teams (overlap with US/EU business hours preferred).

• Full-time position, Monday to Friday.

Knowledge, Skills, and Abilities

• Deep knowledge of customer journey mapping and lifecycle management.

• Strong analytical ability with experience in CX metrics and reporting.

• Ability to manage multiple projects simultaneously in a fast-paced environment.

• High emotional intelligence and conflict resolution skills.

• Strategic thinking with hands-on execution capability.

• Adaptability and resilience in a startup setting.

Benefits

• Competitive salary based on experience and location.

• Fully remote work with flexible schedule.

• Performance-based bonuses and growth incentives.

• Opportunity to build and lead CX from the ground up.

• Learning and development budget for professional growth.

• Supportive, inclusive, and innovative work culture.

• Career advancement opportunities within a scaling global organization.

Why Join Global MNC Tech?

At Global MNC Tech, we believe that exceptional customer experience is the foundation of sustainable growth. You will join a dynamic, entrepreneurial team where your ideas matter and your impact is visible. This is a unique opportunity to shape the customer journey of a growing retail startup and play a key role in building a globally loved brand.

We offer a culture of ownership, innovation, and continuous improvement, where you are empowered to lead, experiment, and make real business impact.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a brief cover letter highlighting their experience in customer experience leadership.

Please apply through our official career portal or send your application to us