We are Tailor Brands. We built a platform that builds businesses. From launching and managing to growing a business, Tailor Brands is the all-in-one solution that empowers any business owner. Our platform services over 40 million small businesses
Our “Guidance Engine” assesses each new business introduced to our platform and devises a tailored plan that allows you to manage all your business needs from a single dashboard.
At Tailor Brands, we believe in more than just handing you another tool; we are dedicated to teaching you the art of building a business.
Our Customer Experience Team is at the forefront of this mission—ensuring our customers get the support, guidance, and solutions they need to succeed. We’re looking for a Customer Experience Team Leader to lead, optimize and oversee a team of talented CX Specialists and BPO center.
What You’ll Do
- Lead, mentor, and inspire a team of in-house and global Customer Experience Specialists.
- Manage BPO performance, ensuring external teams meet Tailor Brands’ quality and efficiency.
- Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the user experience.
- Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
- Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
- Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
- Manage escalations, providing expert problem-solving and guidance to the team.
- 2+ years of experience leading a customer support or experience team—preferably in a SaaS or e-commerce fast-pace environment.
- A creative and proactive problem-solver, with a passion for delivering outstanding customer experiences.
- Proven experience in BPO vendor management, including performance tracking, quality assurance, and process improvements.
- Strong data-driven mindset, with the ability to analyze CX metrics, create reports and drive optimizations.
- Excellent collaboration, communication and leadership skills.
- Experience with Call Center management – an advantage.
- Native English (additional languages are a plus!).
Nice-to-know
- Location: We are based in Rothschild, Tel Aviv.
- Hybrid Work Model: Four days in the office and one day from home.
🚀 If you’re passionate about customer experience and love leading teams to success, we’d love to meet you!
