About the job

• We’re looking for a Lead Customer Experience Agent to own and raise the standard of non-technical customer experience across the business. You’ll design systems, define KPIs, improve workflows, and lead by example in how customers are supported.

What You’ll Do

• Own and lead non-technical customer experience operations
• Design, document, and continuously improve CX systems, processes, and SOPs
• Work cross-functionally with Operations, Finance, Sales, and Product to remove friction from customer journeys
• Define, track, and drive improvement of CX KPIs (response times, resolution quality, CSAT/NPS, churn drivers)
• Source, embed, and optimise customer engagement technology (CRM, ticketing, subscription and billing platforms, automation tools)
• Handle and oversee complex or escalated customer issues
• Act as the internal voice of the customer, backed by insight and data.
• Coach and guide Customer Service team members as the function scales

Who You Are

• Highly articulate clear, calm, and precise in communication
• Relentlessly focused on customer experience excellence
• A structured thinker who enjoys building and improving systems
• Strong problem-solver with a bias for ownership and resolution
• Comfortable using and improving: CRM systems; Subscription management platforms; Customer engagement and automation tools
• Patient, empathetic, and people-centric
• Confident challenging poor processes and improving them