Job Description
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
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
💡 Quick Summary
Seeking a career-building opportunity? The Customer Experience Team Lead position is now open for candidates interested in the Operations Executive Jobs sector. This role in New York offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
