Customer Experience Lead

Customer Experience Lead

Location: Hybrid: Minneapolis-Saint Paul, MNReports to: Operations ManagerType: Full-Time

About Three Nails

Sportswear with Purpose.™

Three Nails is the fastest growing (), faith-driven activewear brand on a mission to inspire individuals to discover their God-given purpose and pursue it every day. Founded by a Christian athlete in 2017, our brand fuses mission and excellence. We obsess over product quality, thoughtful design, and community-first innovation—delivering gear that can withstand your toughest training and reflect what you stand for.

We’re a lean, passionate team operating at the intersection of performance and purpose, with a strong DTC presence, a growing Amazon channel, and a new strategic wholesale partnership with Scheels. As we continue to grow rapidly, we’re looking for a high-impact Customer Experience Lead to help lead our next phase of growth.

Role Overview

As a Customer Experience Lead, you'll play a key role in supporting our customers by handling escalated inquiries, managing our new phone support line, overseeing our current customer experience team, and identifying trends to help us improve. You'll work closely with our outsourced support team to ensure seamless service, all while embodying our faith-based mission of kindness and empathy.

Key Responsibilities

• Handle Escalated Tickets: Review and resolve complex customer inquiries escalated from our outsourced support team via Gorgias, ensuring timely and satisfactory resolutions while maintaining our brand's compassionate voice.
• Own Phone Support: Lead the setup and daily management of our incoming phone service, providing direct, real-time assistance to customers with orders, product questions, returns (using Re:do), and general support.
• Respond to Customer Inquiries on Social Media: Address questions and concerns from customers via Instagram DMs and comments, providing prompt and helpful responses without creating or posting new content.
• Monitor and Report Trends: Analyze customer interactions across platforms (including Shopify, Gorgias, Re:do, and Instagram DMs) to identify common issues, feedback, and opportunities for improvement. Prepare regular reports on customer trends to inform product development, marketing, and operational decisions.
• Collaborate with Teams: Work with our internal teams to escalate technical issues, coordinate with fulfillment partners, and contribute to enhancing our overall customer service strategy.
• Uphold Brand Values: Approach every interaction with empathy, patience, and a faith-centered mindset, helping to build lasting relationships with our community.

What Success Looks Like

• High customer satisfaction scores and positive feedback from resolved escalated tickets and phone interactions
• Seamless integration and management of phone support, leading to faster response times and improved customer accessibility
• Timely, empathetic responses to social media inquiries that strengthen community engagement and brand loyalty
• Actionable trend reports that drive meaningful improvements in products, processes, and customer experience
• Reduced overall customer issues through proactive collaboration with teams and trend identification
• Consistent embodiment of our faith-based values, fostering trust and long-term relationships with our Kingdom athlete community

Qualifications

• Experience: 2-3 years in customer service, preferably in e-commerce or retail. Familiarity with Shopify, Gorgias, Re:do (or similar returns platforms), and Instagram for customer engagement is a plus. Experience with phone support systems is highly desirable.
• Skills: Excellent communication skills (written and verbal), strong problem-solving abilities, and proficiency in multitasking. Basic data analysis skills for trend reporting (e.g., using spreadsheets or simple tools).
• Personal Attributes: Must be US-based with reliable internet and a quiet workspace for phone calls. Alignment with Christian values is essential, we're looking for someone who shares our commitment to serving others with grace and integrity.
• Availability: Flexible hours, including some evenings or weekends to accommodate customer needs. Ability to work independently in a remote setting.
• Technical Requirements: Comfortable with remote tools like video conferencing (e.g., Zoom) and basic CRM software.

What We Offer

• Competitive Salary: $45,000 - $50,000 annually, based on experience and skills.
• Health & Dental/Vision Insurance
• Paid Time Off
• 401(k) with up to a 4% employer match.
• Apparel allowance
• Opportunity to work with a like-minded team in a purpose-driven environment where your faith can shine through your daily contributions.
• Room to grow into a leadership role as our company continues to expand.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $45,000 - $50,000