Customer Experience Lead (Trust & Safety)

📋 Description

• Lead, coach, and develop the customer experience team while owning day-to-day support operations across email, chat, phone, and social
• Set performance standards and drive improvement across CSAT, response times, resolution rates, and NPS through data, tooling, and process rigor
• Build, document, and scale support workflows, SOPs, escalation paths, SLAs, and response templates, bringing structure to CX and Trust & Safety
• Partner closely with Product, Engineering, Marketing, CX leadership, and Legal to resolve escalations and improve the end-to-end customer journey
• Own complex and high-stakes customer cases, including urgent lost pet situations and sensitive ownership disputes
• Lead Trust & Safety and risk operations, including law enforcement subpoenas, privacy data requests (CCPA, CPRA, GDPR, state-level)

🎯 Requirements

• 3+ years of experience leading CX, support, or operations teams with hands-on Trust & Safety, fraud, risk, or compliance workflows
• Demonstrated ability to manage legal and regulatory processes including data requests and privacy compliance (CCPA, CPRA, GDPR)
• Proven track record building and scaling operational processes, frameworks, and tooling in fast-moving environments
• Strong analytical skills with experience defining, tracking, and optimizing CX and Trust & Safety metrics
• Experience hiring, coaching, and performance-managing teams with high standards
• Clear, confident written and verbal communicator, comfortable navigating difficult conversations with empathy

🎁 Benefits

• Time to Recharge: PTO for breaks
• Top-Notch Health Coverage: medical, dental, and vision
• Wellness Perks: Free access to One Medical, Kindbody, and Talkspace
• Give Back to the Pups: $500 annual dog charity donation
• Free Fi Membership: Fi collar benefits for your pets
• Love for Friends + Family: Fi gifting program