Customer Experience Lead

Job Title: Customer Experience lead 

Location: In-Office NYC, New York Headquarters (NON-REMOTE)

Job Type: Full Time

About Us:

Join Gesture and be a part of revolutionizing the logistical e-commerce and marketing technology industry, where innovation meets passion, and technology shapes the future of consumer-to-brand relationships. At Gesture, we're dedicated to helping our employees discover their passion and purpose while redefining the way people connect and celebrate special moments.

What we’re looking for:

Gesture is seeking a highly motivated Customer Experience Lead to join our dynamic team. The ideal candidate will have a proven track record in customer support and a passion for enhancing customer engagement. You should be skilled at building strong relationships, analyzing feedback for continuous improvement, and driving customer satisfaction. As a key player in our costumer success initiative, you will collaborate across department to elevate the overall customer experience and help drive growth. 

Customer Experience Lead responsibilities:

• Provide professional customer support via email, chat, and phone.
• Analyze customer feedback and collaborate for improvements.
• Enhance customer engagement and experience.
• Maintain accurate customer data records.
• Track issue resolution and ensure customer satisfaction.
• Identify process improvements and assist with clear customer communications.
• Ability to adapt to changing customer needs and industry trends.
• Proficient in customer relationship management (CRM) software.

Customer Experience Lead requirements:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven track record of progressively responsible roles in customer-centric environments.
• Experience using customer service and support platforms (E.g. Helpshift, Zendesk, etc.)
• Develop and nurture strong relationships with existing customers to encourage repeat business and upselling opportunities.
• Continuously update and maintain knowledge of the company's product offerings and improvements to effectively address customer inquiries and drive sales.
• Familiarity with NPS (Net Promoter Score) and how to increase and measure customer retention
• Strong interpersonal and communication skills, with a customer-centric mindset.
• Exceptional problem-solving abilities and attention to detail.
• Basic understanding of customer service principles and best practices.
• Enthusiasm for working in a team-oriented, fast-paced environment.

Benefits:

• Compensation: Competitive salary, equity package and performance-based bonuses.
• Stock Options.
• Unlimited PTO and more 
• Health & Wellness Benefits: Health, dental, and vision insurance. Employer-provided Meal Plan
• 401(k) retirement plan.
• Professional development: Support for ongoing learning and career growth.
• Work Environment: Positive, friendly, and collaborative atmosphere.

Applicant Process:

Interested candidates are invited to submit their resume, cover letter, and any relevant coursework or projects. In your cover letter, please emphasize your key skills, experiences, and the reasons you're drawn to this role.

Join us in driving operational excellence and success in the e-comm/mar-tech industry. We look forward to welcoming a motivated and talented professional to our team!

We strongly encourage you to start by downloading our app. In addition, please visit gesture.vip at your earliest convenience to learn more about the company.

Gesture is committed to fair and equitable compensation practices. The pay range for this role is in addition to commissions and bonuses. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans.

Gesture has a KPI and Pacesetting culture. As such, we are seeking Sharp, Motivated, High-Performing team members.

The right candidate will experience the most success in this role, will have a START-UP mindset and is interested in growing with the company from a ground floor opportunity.