Customer Experience Lead

Customer Experience Lead

Location: Commerce, CA

Reports to: VP of Operations

Type: Full-Time, Non-Exempt

About Us

Olive Ateliers is a fast-growing, founder-led lifestyle brand entering a pivotal next chapter. What began as a business rooted in sourcing and retailing vintage objects from around the world is now evolving into a design-led home furnishings company, with rapidly expanding proprietary collections produced through a trusted network of global partners. As we grow from a cult-favorite retail concept into a nationally recognized luxury consumer brand, we’re building the operational engine that will power this next exciting phase of growth.

The Opportunity

We’re hiring a visionary Customer Experience Lead to shape the future of Olive Ateliers’ end to end customer journey. This is a career defining role for someone who wants to build a CX function from the ground up, elevating and scaling the customer experience of a brand known for being far from average. You will work closely with our VP of Operations to define how exceptional care comes to life for our customers and set the standard for warmth, precision, and hospitality as we grow.

As Customer Experience Lead, you will champion the quality, humanity, and consistency of every interaction while building the systems and processes that make great work repeatable. Your focus will include elevated communication, deep product expertise, thoughtful post purchase support, and seamless delivery coordination, all designed to create moments that consistently feel above and beyond.

This role is deeply cross functional, connecting Sales and Operations to create clarity, eliminate friction, and deliver an experience as thoughtfully crafted as the pieces we offer. As Olive Ateliers scales, this role will expand in impact and responsibility, opening the door to meaningful leadership growth.

Responsibilities

Customer Care & Communication

• Establish and uphold Olive Ateliers’ CX standards, tone, and service expectations across all channels, ensuring brand voice is reflected in every touchpoint.
• Create clear escalation routines and guide cross-functional teams through complex customer issues to ensure efficient, thoughtful resolution.
• Manage all customer inquiries across all current and future customer channels, including email, text, chat, phone, social, and any potential marketplace platforms.
• Track, prioritize, and resolve tickets and related inquiries within SLA standards.

Product Expertise & Sales Support

• Serve as the primary resource for customer-facing product knowledge, ensuring accurate, elevated information is documented and shared to support the broader guest experience across Operations and Sales.
• Provide knowledgeable, consultative responses to product inquiries (dimensions, finishes, availability) and order inquiries, ensuring customers and sales teams feel guided and informed.
• Leverage Warehouse inventory systems and physical point-of-access to provide real-time product availability updates, supporting seamless sales and customer experience.
• Manage product holds with accuracy, maintaining confidence in our internal processes.

Process Development & Growth

• Build and maintain a comprehensive knowledge base (FAQs, policies, product details).
• Recommend and regularly roll out improvements to Gorgias macros and automations.
• Collaborate with Sales, Marketing, and Operations teams to align service policies and processes.
• Lead ongoing refinement of customer policies, support workflows, and service standards in partnership with Sales, Marketing, and Operations leadership.
• Support the continuous improvement roadmap for the customer journey as we expand.

Leadership & Collaboration

• Model Olive Ateliers’ service standards and coach internal partners on customer-first practices.
• Act as the voice of the customer in cross-functional meetings, ensuring clarity, consistency, and elevated experience across departments.
• Collaborate with the VP of Operations on service strategy, customer policies, and continuous improvement initiatives.
• Spearhead future CX team development by helping to define roles, onboarding, documentation, and training as CX headcount expands.

This is a hands on, player coach role: you will be in the work every day while building the standards, systems, and future team that will scale it.

Requirements

• 3 years of experience in customer experience, client services, account management, or operations support, ideally within a fast growing or premium consumer brand.
• Proven ability to deliver exceptional customer care with warmth, clarity, and hospitality; you know how to make people feel heard and supported.
• Demonstrated ability to lead cross-functional initiatives and influence partners across Sales, Operations, Logistics, and Warehouse without formal authority.
• Strong analytical skills with the ability to interpret customer trends, identify root causes, and translate insights into actionable process improvements.
• Ability to create structure in ambiguity, build scalable processes, and bring consistency to a rapidly evolving environment.
• Experience with Shopify required; familiarity with Gorgias strongly preferred.
• Comfort working within a fast paced support or CRM platform environment.
• Outstanding written and verbal communication skills with a customer-first mindset; you can adjust tone effortlessly while maintaining brand voice.
• Genuine passion for helping people, solving problems thoughtfully, and elevating every touchpoint of the customer journey.
• Must be based in Los Angeles and able to work onsite at Commerce.
• Ability to lift up to 30 lbs manually (or with appropriate equipment).

This role is ideal for a hands-on, proactive, and insights-driven individual who thrives in a fast-paced environment and is excited to help define the future of customer experience at Olive Ateliers.

Compensation & Benefits

• $70-80k salary, commensurate with experience and capabilities
• Long-term incentive program aligned with company growth
• 401k: Generous employer match (eligibility requirements and vesting applies)
• Subsidized company health benefits
• $500 Olive Ateliers shopping credit per quarter
• 40% off retail merchandise
• Accrued PTO Vacation & Sick Days
• A dynamic work environment with long-term growth opportunities