Customer Experience Team Lead

Brooklyn, NY

Full Time

Customer Service

Mid Level

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

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