CX Lead ( Remote ) CPG / Beauty
Apply NowCompany: LINQM
Location: Los Angeles, CA 90011
Description:
We're looking for a Customer Experience (CX) Lead who's passionate about delivering outstanding service and creating meaningful moments across every customer touchpoint. You'll own the day-to-day operations of our support team, act as a voice of the customer internally, and help scale our CX strategy as we grow.
What You'll Do
Who You Are:
Bonus Points:
What You'll Do
- Monitor daily support operations (email, chat, social) to ensure timely, empathetic, and on-brand customer interactions.
- Create and optimize internal processes, scripts, and knowledge base articles to drive efficiency and consistency.
- Work with marketing team members with a strong focus on customer loyalty and retention.
- Analyze support trends and customer feedback, and work cross-functionally with Product, Marketing, and Ops teams to drive continuous improvement.
- Handle escalated or high-priority customer inquiries with care and professionalism.
- Build and maintain KPIs and reporting around CSAT, first response time, resolution time, etc.
- Partner with tech and ops teams to implement and scale CX tools (e.g., Zendesk, Gorgias, Help Scout, etc.)
- Advocate for the customer across the business-always looking for ways to surprise, delight, and retain.
Who You Are:
- 3-5+ years of experience in customer service or customer experience, ideally in CPG, beauty, or DTC eCommerce.
- Proven experience leading or managing a support team.
- Passionate about delivering best-in-class service and solving problems creatively.
- Tech-savvy and familiar with modern CX tools and platforms.
- Strong communicator-empathetic, clear, and confident across all channels.
- Highly organized and comfortable in fast-paced, startup environments.
- Obsessed with improving the customer journey, from first touch to loyal fan.
Bonus Points:
- Experience supporting product launches, high-volume seasonal campaigns, or influencer-driven traffic.
- Familiarity with beauty/skincare products and a passion for the industry.
- Tech Savvy! Knowledge of and ability to utilize AI tools and technologies for efficiency
- Bilingual / Multilingual a plus!