Customer Experience Lead

Lead & manage the CX / Creator Support team to ensure fast, consistent, quality responses across chat, email, and social. Mentor, coach, train, and evaluate team members to help them grow. Build trust with creators—understand their goals, challenges, and identify ways to improve their experience. Act as escalation point for complex issues; partner with Product, Engineering, Marketing, etc. to resolve systemic problems. Define and optimize CX processes, playbooks, SLAs, escalation paths, and quality benchmarks. Analyze support trends, creator feedback, and sentiment; propose improvements in product, process, or policy. Stay current on product updates and policies; train your team accordingly. Track key metrics (response time, resolution rate, NPS/CSAT) and lead continuous improvement. Collaborate cross-functionally (Product, Marketing, Ops, Content) and feed creator insights back into the business.

Wishlink is on a mission to revolutionize the creator economy and redefine how people shop. We're all about providing every user with a highly personalized shopping experience guided by creators, so they can find exactly what they want, in a very short time, while improving their online shopping experience severalfold. We are shaping a new era at the intersection of two of the most prominent aspects of the internet- e-commerce and social media.