Customer Experience Lead

We're looking for a passionate and experienced Customer Experience Lead to be the voice of our customers and the champion of their happiness. This role goes far beyond traditional support—you'll uncover customer pain points, identify usage trends, and partner with Product and Operations to continuously improve our service.

Requirements

• 5+ years of experience in Customer Experience, Customer Support, or related roles (marketplace, e-commerce, or tech a plus)
• Proven experience leading and scaling customer support teams
• Track record of uncovering customer insights and translating them into product or operational improvements
• Deep passion for solving customer problems and creating delightful experiences
• Strong analytical skills—comfortable identifying trends in customer feedback, support data, and product usage
• Excellent cross-functional collaborator; experience working closely with Product, Operations, and Engineering teams
• Outstanding communication skills—comfortable conducting customer interviews, presenting insights to leadership, and advocating for user needs
• Empathetic and user-obsessed; you genuinely care about how people feel when they use Pickle
• Experience managing change management and customer communication for new product launches or operational rollouts
• Comfortable working in a fast-moving, dynamic startup environment where you'll wear many hats

Benefits

• Competitive compensation and equity
• Healthcare (Medical, Dental, Vision)
• Take what you need paid time off
• Meal Pal credits to cover the cost of lunch
• Stipend to help set up your desk and office environment
• Work directly with the founders and executive team
• Professional coaching, training, and development
• Grow with the company
• Pickle credits for our employees, we love when the team uses Pickle!
• Fun team events and company parties
• Company offsites