Job Title: Customer Experience Lead

Company: Gesture
Location: New York, NY - NON-REMOTE / NON-HYBRID

This position does not offer remote work options and necessitates your presence at our NYC office, we ask that you apply ONLY if working from our NYC office is indeed feasible for you at this time.
Type: Full Time

About Us:

Gesture is a leading e-commerce and logistics-delivery technology driven company, known for its innovation, global reach, and impact on how people demonstrate a sense of appreciation and gratitude towards one another. We are focused on developing groundbreaking products and services that revolutionize the way people connect, communicate, and interact using tangible, premium products and gifts.

Gesture is a customer-centric organization committed to delivering exceptional experiences to our valued customers. We are seeking a passionate and motivated Customer Experience Lead to join our team. As the Customer Experience Lead, you will play a pivotal role in shaping the narrative of our brand through customer interactions. This role provides a unique opportunity to build and lead our customer service function, helping to drive the future of our customer-focused initiatives.

Key responsibilities that you will create is a strong structure of customer service by implementing and executing to enhance customer engagement, satisfaction, and support.

• Provide professional customer support via email, chat, and phone.
• Analyze customer feedback and collaborate for improvements.
• Enhance customer engagement and experience.
• Maintain accurate customer data records.
• Track issue resolution and ensure customer satisfaction.
• Identify process improvements and assist with clear customer communications.
• Ability to adapt to changing customer needs and industry trends.
• Proficient in customer relationship management (CRM) software.

Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven track record of progressively responsible roles in customer-centric environments.
• Experience using customer service and support platforms (E.g. Helpshift, Zendesk, etc.)
• Develop and nurture strong relationships with existing customers to encourage repeat business and upselling opportunities.
• Continuously update and maintain knowledge of the company's product offerings and improvements to effectively address customer inquiries and drive sales.
• Familiarity with NPS (Net Promoter Score) and how to increase and measure customer retention
• Strong interpersonal and communication skills, with a customer-centric mindset.
• Exceptional problem-solving abilities and attention to detail.
• Basic understanding of customer service principles and best practices.
• Enthusiasm for working in a team-oriented, fast-paced environment.

Benefits:

- Competitive salary and performance-based bonuses.

- Stock Options

- Unlimited PTO and more

- Health, dental, and vision insurance.

- 401(k) retirement plan.

- Professional development opportunities.

- A collaborative and innovative work environment.

If you're a results-driven Customer experience lead looking to make an impact, we encourage you to apply and join our team at Gesture.

Interested candidates should submit their resume, a cover letter, and any relevant experience or projects. In your cover letter, please highlight your relevant skills, experiences, and motivations for applying to this position.

Join us in driving operational excellence and success in the e-commerce, delivery and tech industry. We look forward to welcoming a motivated and talented professional leader to our team!

We strongly encourage you to start by downloading our app. In addition, please visit gesture.vip at your earliest convenience to learn more about the company.