Head of Customer Experience

Trybe • New York, NY

1d

About The Position

Trybe is seeking a Head of Customer Experience to build, lead, and scale customer support across its marketplace of brands and creators. This is a senior, hands-on leadership role for someone with experience managing high-volume support operations at a fast-growing technology company, e-commerce business, or marketplace.

The role owns the entire customer experience function, including team performance, support processes, escalations, systems, and service quality. The Head of Customer Experience will lead a distributed support team and work closely with leadership, Account Management, Product, and Engineering to deliver a seamless experience for brands and creators. The successful candidate will build scalable systems while remaining involved in complex issues and day-to-day operations.

Requirements

• At least 5 years of experience in customer experience or customer support, including leadership experience.
• Proven track record of building, managing, and scaling high-volume customer support operations.
• Experience managing distributed, offshore, or BPO support teams.
• Strong background in a fast-growing technology company, e-commerce business, consumer platform, or marketplace.
• Hands-on experience managing significant ticket volumes, complex escalations, and support operations.
• Strong understanding of Shopify, Meta, and common e-commerce integrations or advertising-related support issues.
• Data-driven approach, with experience improving response times, resolution rates, customer satisfaction, and operational efficiency.
• Experience with support platforms such as Gorgias, Zendesk, or Intercom, including AI-powered automation and workflows.
• Strong leadership, communication, and problem-solving skills.
• Comfort operating in a fast-paced startup environment and remaining directly involved in day-to-day execution.

Nice To Haves

• Experience supporting a two-sided marketplace.
• Experience building AI-enabled support operations.
• Experience scaling customer experience teams through rapid growth.

Responsibilities

• Build, lead, and scale a high-performing customer experience team, including hiring, training, coaching, and performance management.
• Own day-to-day support operations, ticket queues, escalations, and customer communication across brands and creators.
• Develop support processes, escalation workflows, service-level agreements (SLAs), and quality standards.
• Track and improve key customer experience metrics, including response times, resolution times, ticket backlog, escalation rates, and agent productivity.
• Personally manage complex and high-priority customer issues, ensuring timely resolution.
• Implement and optimize customer support tools, AI agents, automation, knowledge bases, and self-service resources.
• Identify recurring customer issues and collaborate with Product and Engineering to address root causes.
• Work closely with Account Management and internal teams to improve onboarding, customer satisfaction, and retention.
• Build scalable systems and processes that maintain service quality as the business grows.

Benefits

• High-growth environment at a rapidly scaling technology company transforming creator marketing.
• Real ownership and autonomy to shape the customer experience function's people, processes, and systems.
• Direct impact through work with leadership and cross-functional teams to improve the experience of thousands of brands and creators.
• Opportunity to develop scalable support operations, implement AI-driven solutions, and establish a foundation for long-term growth.
• Career growth through a high-impact leadership role with significant responsibility as the company expands.

What This Job Offers

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