Customer Experience Team Lead

Runna • Denver, CO

8d • Hybrid

About The Position

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. You will also play a key role in shaping and executing the CX strategy by identifying customer trends, improving processes, and elevating communication standards. Working closely with cross-functional teams, you’ll ensure customer insights are translated into meaningful product and experience improvements. This is a high-impact role with strong growth potential, offering the opportunity to scale a team and influence the overall customer journey.

Requirements

• 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)

Responsibilities

• 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

Benefits

• Salary of $92,800 - $98,500
• Participation in Strava's long-term incentive (stock) programs
• Flexible working
• 25 days holiday, plus bank holidays
• Free Runna & Strava subscriptions for you and 3 of your friends
• Headspace membership
• Money every year to spend on gear, events and the gym
• Health insurance (including Dental and Vision)
• Workplace 401K scheme
• Modern Health is a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
• Carrot fertility support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed