Customer Experience Team Lead

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:
As the Customer Experience Team Lead, you will oversee daily support operations, lead a small team of agents, and play a vital role in improving customer satisfaction across Amazon and other platforms. You will collaborate cross-functionally with fulfillment, marketing, and leadership teams to ensure every customer interaction reflects our values and drives loyalty.

Our Ideal Customer Experience Team Lead is:

Team Player: Supports others, communicates clearly, and leads by example

Proactive Positive: Solves problems, owns challenges, and brings energy

Customer-First: Cares deeply about service, models empathy and follow-through

Business-Minded: Thinks big picture, drives improvements, balances needs

Growth-Oriented: Open to feedback, eager to learn, helps the team level up

Key Responsibilities:

Manage and support a team of customer service agents

Own escalated tickets and complex customer issues across Amazon, Walmart, Shopify, and other platforms

Monitor and report on KPIs such as response time, resolution time, and CSAT

Provide coaching, feedback, and training to agents

Identify recurring issues and collaborate on solutions with sales and product teams

Maintain and improve internal knowledge bases, templates, and communication flows

Work closely with Amazon account managers to handle escalations and policy updates

Requirements:

2–3+ years in a customer support or team lead role

Experience working in or managing Amazon customer service (Seller Central knowledge required)

Strong written and verbal English communication skills

Hands-on, problem-solving mindset with excellent judgment

Experience with tools like Gorgias, Zendesk, or similar

Familiarity with order/returns flows, policies, and metrics in Amazon eCommerce

Detail-oriented, organized, and able to prioritize and delegate effectively

Why Join Us:

Competitive compensation: $70,000–$100,000/year

Be part of a supportive, tight-knit team making an impact

Work directly with leadership and gain exposure to the full business

In-person role at our Brooklyn HQ Read more