Team Lead, CX

The Role:

Coterie is a modern baby care brand changing everything about changing. We’re leading the way in disrupting a multi-billion dollar diaper industry. We make the most absorbent, soft-as-cashmere diaper, the ergonomically designed and versatile pant, and 100% plant-based wipes, with only the safest materials. We're a venture capital-funded company, with an A-list roster of investors who have backed top consumer brands. We’re seeking a Team Lead, CX who will be instrumental in scaling Coterie’s customer experience organization, ensuring every customer feels like our top priority. In this role, you'll oversee the daily operations of our CX team, support the development of our senior CX team, and ensure top-tier customer interactions.

The ideal person for this role is an exceptional people leader and motivator, someone who thrives in supporting and empowering their team to deliver outstanding customer service. You’re the ultimate cheerleader, ensuring each team member feels valued and driven to succeed. With a strong understanding of ecommerce, the service industry, and customer experience, you’ll be focused on creating a top-tier experience for every customer. If you’re excited about being a part of a fast-paced, growing startup, we’d love to hear from you! This remote-first role reports to our Manager, Customer Experience.

The Work You’ll Do:

• Monitor and ensure seamless operation of CX systems, including Kustomer, Shopify, Prive, and more.
• Support the CX team’s daily operations, ensuring the team is set up for success.
• Oversee inbounds across all channels and act as the first tier of escalation.
• Help define our future Concierge strategy and handle all VIP, high-value or at risk customer interactions ensuring that they receive a white-glove experience.
• Conduct internal quality assessments and provide regular feedback to ensure we are consistently delivering exceptional service.
• Play a key role in supporting Senior Associates as they lead their teams, manage escalations, and deliver exceptional service. 
• Assist with building and maintaining scheduling, onboarding and training materials.

Who You Are:

• A people-first leader – You're driven by a genuine passion for fostering a positive team environment where everyone feels supported and empowered to perform at their best. You lead with empathy and care, always striving to uplift, inspire, and motivate your team to exceed expectations.
• A master communicator – Your communication is clear, empathetic, and impactful, whether in person or in writing. You tackle challenges head-on and foster open, transparent dialogue, creating a culture of trust and collaboration with both your team and customers.
• An unflappable problem solver – Calm under pressure and energized by fast-paced environments, you approach every challenge with a positive outlook, delivering creative solutions that drive results while maintaining top-tier service.
• Customer-centric – You’re committed to delivering an exceptional customer experience, understanding that trust is built through personalized, white-glove service, and you consistently go above and beyond to ensure every customer feels valued.

Requirements:

• 2 to 4 years of experience in CX, the service industry, or client services, preferably representing a high-end or luxury brand and experience
• At least 1-2 years of experience directly leading teams
• Proficiency in CX software and tools
• Ecommerce experience is a plus

The title and expected base salary for this role is $85,000 -$100,000 depending on a number of factors including job, level, experience and skill set.