Job Description

Customer Experience Team Lead
Location: Brooklyn, New York (In-Office)

About Pyle USA:
Pyle USA is a fast-growing consumer electronics brand with a strong presence on Amazon and other marketplaces. We're seeking a thoughtful, experienced, and hands-on leader to join our Customer Experience team.

This in-office role based at our Brooklyn HQ is perfect for someone passionate about delivering exceptional service, thriving in a fast-paced environment, and experienced in managing support teams and marketplace operations.

About the Role:
We're looking for a hands on, service oriented team leader. Someone who leads by doing, takes initiative, and drives results. You'll manage a team, personally jump into support tickets when needed, and make sure every customer feels taken care of. You'll work closely with product, operations, and sales to flag issues, improve processes, and make sure the customer experience keeps getting better.

What We're Looking For:

• Action Oriented: Solves problems fast. Doesn't wait to be told what to do
• Curious and Committed: Always asking questions to understand the "why" behind a customer issue
• Customer Obsessed: Cares about fixing frustrations, getting to the root, and closing loops
• Quality Focused: Flags product problems, talks to vendors, escalates when needed
• Team Driven: Coaches others, leads by example, keeps communication clear
• Not Afraid to Ask: Will ask questions, admit what they don't know, and learn fast
• Understands Systems: Knows how to use ticket tools, write templates, and train others on them

Key Responsibilities:

• Lead and coach our customer service team
• Take ownership of escalated issues on Amazon, Walmart, Shopify, and more
• Work with vendors and ESMs to close out product and ticket issues
• Track and improve key KPIs like first response time, resolution time, and CSAT
• Maintain internal SOPs, templates, and workflows
• Partner with product and sales teams to fix recurring issues
• Stay updated on Amazon rules and lead compliance efforts

Requirements:

• 2 to 3 years leading support teams or working in ecommerce support
• Amazon Seller Central experience is required
• Strong communication skills both spoken and written
• Comfortable using tools like Zendesk, Gorgias, or similar
• Detail oriented, organized, and focused on solutions
• Able to work full time in office at our Brooklyn HQ

Why Join Us:

• $70,000 to $100,000 per year depending on experience
• In office role with direct access to leadership
• Small team, big impact
• Real growth opportunity in a fast paced company

Job Tags

Full time, Work at office,

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