Own and optimize our customer support function across email (Gorgias), SMS, and phone for all three brands
Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
Build and refine processes that make the team faster, more consistent, and more effective
Be willing to jump into tickets yourself when needed, staying close to the customer and the day-to-day realities of the team
Ensure our support experience is excellent across every channel: email, text, and phone
Think creatively about how each channel should work differently and how to make each one feel personal and on-brand
Identify gaps and opportunities across channels and act on them
Oversee and help shape the Facebook communities for each of our brands, ensuring they're active, positive, and reflective of each brand's identity
Think about how community and support intersect, and look for ways to turn satisfied customers into brand advocates
Bring ideas for how we can deepen customer relationships beyond just resolving issues
Work closely with Brand Managers across Pathfinder's portfolio to stay aligned on brand voice, product issues, and customer sentiment
Surface insights from customer interactions that can inform product, marketing, and operations decisions

Proven experience as a CX agent and then as a CX team lead or manager
Fluent in English, written and spoken, with the confidence to handle phone calls when needed
Strong track record of tracking and improving CX metrics across a team
Experience across multiple support channels: email, SMS, and phone
Familiarity with Gorgias or similar helpdesk platforms
Creative, empathetic, and genuinely passionate about customer experience
Highly organized and comfortable managing a remote team
Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives
Nice to Have
Experience in beauty, skincare, wellness, or supplements
Familiarity with Shopify or order management systems
Experience supporting international customers

Customer Support Lead – Ecommerce Group

Key skills