Customer Experience Lead

We are seeking a motivated and experienced Customer Experience Lead to join our team and help drive exceptional support for our global community. If you’re enthusiastic about watches, have a passion for delivering outstanding customer experiences, and possess Zendesk and CRM administration skills, we want to hear from you.

As a Customer Experience Lead, you will oversee and optimize our customer support operations across email, phone, and live chat. You will ensure users receive timely, accurate, and personalized support, while also managing Zendesk workflows, reporting, and administrative functions. This role combines hands-on support, team leadership, process improvement, and knowledge management to elevate our overall customer experience. You will work directly with the Head of Customer Service to implement strategies, optimize workflows, and drive excellence across the support team.

• Lead and manage daily customer support operations, ensuring timely and professional responses to emails, calls, and chats.
• Deliver high-quality, solution-oriented support while setting the standard for customer interactions.
• Serve as the primary Zendesk administrator, managing workflows, automations, macros, user roles, permissions, and dashboards.
• Oversee ticket management, track key metrics, and generate insights through Zendesk reporting to improve processes and performance.
• Create, maintain, and update Help Center documentation, ensuring clear and accurate guidance for users.
• Mentor and support team members, providing guidance, training, and best practices in customer service and Zendesk usage.
• Collaborate with cross-functional teams and work closely with the Head of Customer Service to optimize workflows and enhance the overall customer experience.
• Lead special support projects and initiatives to improve service efficiency and user satisfaction.
• Maintain up-to-date knowledge of our watch platform to provide accurate guidance to users.
• Troubleshoot complex customer issues, providing thoughtful and proactive solutions.

• Enthusiasm for Watches and Art.
• Extensive Zendesk experience, including advanced admin capabilities (workflows, permissions, dashboards, reporting).
• Proven experience leading or mentoring a customer support team.
• Experience creating and maintaining Help Center or knowledge base content.
• Strong written and verbal communication skills in English.
• Exceptional problem-solving, organizational, and multitasking skills.
• Reliable PC and high-speed internet connection.
• Ability to work a flexible schedule.
• Quick learner with the confidence to ask questions and implement improvements.
• Professional, empathetic, and customer-focused mindset.
• Commitment to a long-term position and alignment with company values.

• Competitive Salary: USD salary based on skills and expertise brought to the role.
• Professional Development: Working at EverWatch offers the opportunity to work in a dynamic and rapidly growing company, providing ample room for professional growth and development.
• Exposure to Diverse Team: The role offers exposure to working with a diverse team which can provide a broad range of insights and experience, contributing to a well-rounded professional background.
• Remote Work Opportunity: The job description mentions the possibility of working remotely, which can provide a flexible work environment and the opportunity to work from anywhere. This flexibility can lead to a better work-life balance and increased productivity for individuals who value remote work arrangements.