Trtl
Customer Experience Lead
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Trtl - Customer Experience (CX) Lead
Known for our innovative travel pillows and accessories, Trtl is synonymous with comfort, quality, and innovation. As we expand our product range and global presence, including in key markets like the US, Canada, Australia, and New Zealand, and emerging markets across the EU, Middle East, and Asia Pacific, we are seeking a dedicated individual to join our team.
Job purpose
As Customer Experience Lead, you will own and manage customer support, ensuring efficient, high-quality service across our website, Amazon, TikTok Shop and social channels. Supported by the CX Specialist, you will oversee a team of offshore customer service agents (based in the US, Philippines and Africa), providing guidance and training to resolve customer issues, and handling complex escalations.
You will work to improve CX processes and workflows, making effective use of automation and AI tools, and working closely with operational teams and external partners to keep the customer journey running smoothly.
The CX Lead owns data and reporting systems that surface trends, quantify problems and support commercial decisions across the business. You will share insights from customer feedback and behaviour, and collaborate cross-functionally to enhance the experience of our customers, driving operational excellence and seamless experiences.
As a Team Lead, you will also lead collaboration across teams to deliver on our vision, mission and values – shaping our culture, maintaining a healthy, productive work environment and role modelling desired standards and behaviours.
Key responsibilities
- Resolve complex customer issues: Handle a wide range of customer queries including product advice, order tracking, replacements and returns, ensuring a fast and effective resolution.
- Warehouse & supply chain liaison: Act as the main point of contact for warehouse teams to support time-sensitive or fulfilment-related customer requests. Assist in resolving warehouse and supply chain issues that impact customer satisfaction.
- Customer experience innovation: Combine problem-solving and knowledge of systems with insights from frontline experience to improve workflows, tools, ways of working, and the overall service journey.
- Team leadership & performance: Lead the day-to-day management of the team, including planning capacity, managing the TalentPop relationship. Support individual development through coaching and feedback, conduct performance reviews, and ensure KPIs are achieved through ongoing training.
- Cross-department collaboration: Work closely with colleagues in supply chain, logistics, and operations to resolve fulfilment and inventory issues impacting customers.
- Data and reporting: Review and develop data analysis and reporting frameworks that use customer data and feedback to drive improvements across the business.
- Risk monitoring: Spot and act on counterfeit or fraudulent activity across the platform with a light-touch, preventative approach to maintain trust and safety.
- Leverage AI: Use AI platforms and systems (e.g., Claude, ChatGPT, SmartReply, Gorgias) to improve service, speed of reply and ensure customer support operations can scale efficiently.
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About you
We’re looking for someone who is already a team lead, or a customer service agent looking to progress to a lead role. This role offers the chance to build new skills and gain valuable experience in a dynamic, fast-growing business.
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Requirements:
- Proven experience in customer service or customer experience roles, ideally within retail or e-commerce environments.
- Excellent communication skills, both written and verbal, with the ability to articulate information clearly.
- Strong problem-solving and analytical skills, with a drive to address the root cause of issues impacting customer experience.
- Confidence in leading a team and working collaboratively.
- Adept at multitasking, organisation and time-management in a fast-paced environment.
- Resourceful, patient and resilient in addressing customer needs and challenges.
- Tech-savvy and quick to learn new systems, with a working knowledge of CRM systems or helpdesk tools a plus.
- Curious and proactive in challenging existing processes and proposing improvements, with a bias for action.
Desirable:
- Experience with platforms and tools we use, including Shopify, Gorgias, TikTok Shop and Amazon Seller Central.
- A forever learner, dedicated to personal growth.
- Experience working in cross-functional teams and leading projects.
- Curious and passionate about all-things travel.
- Experience leveraging AI platforms to improve efficiency and ways of working.
This is a fantastic opportunity to join a supportive and growing team with a genuine passion for travel.
No recruitment agencies, please - direct applicants only
Benefits:
- Hybrid working in our Glasgow office
- Company events
- Company pension
- Employee discount
- Life insurance
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