Infinite Modern Brands

Customer Experience Team Leader (PST hours)

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: TYPE OF WORK

Any

: SALARY

30,000 - 60,000 depending on experience

: HOURS PER WEEK

40

: DATE UPDATED

Jul 15, 2025

JOB OVERVIEW

Customer Experience Team Leader
Company: Infinite Modern (Brands: Modern Shelving, TANDMSurf, Scaliber)
Position Type: Full-time, Remote

About the Company
Infinite Modern is a fast-growing e-commerce company operating multiple premium brands, including Modern Shelving, TANDMSurf, and Scaliber. We are dedicated to delivering exceptional customer experiences and innovative products to our global customers.

We are looking for a Customer Experience Team Leader to join our dynamic team. This role is perfect for someone who is passionate about customer success, experienced in managing customer service operations, and highly skilled in using Gorgias and AI tools to enhance customer journeys.

Responsibilities
Lead and mentor the customer experience team to deliver outstanding service and support across all channels.

Oversee daily operations of customer support, ensuring timely and accurate responses to customer inquiries.

Design, implement, and optimize customer service processes to improve the customer journey.

Act as the in-house expert for Gorgias, managing automations, workflows, and reporting.

Configure, train, and maintain AI agents in Gorgias to improve efficiency and service quality.

Monitor and analyze customer feedback and data to identify trends and opportunities for improvement.

Collaborate with cross-functional teams (marketing, operations, and product) to ensure a seamless customer experience.

Report on team performance, KPIs, and customer satisfaction metrics.

Qualifications
Proven experience in a customer service, customer success, or customer experience leadership role.

Strong expertise in Gorgias, including setup, automation, and reporting.

Experience with AI tools and setting up AI agents for customer support in Gorgias. Subject line must include CSX

Deep understanding of customer journey mapping and customer-centric service design.

Excellent leadership, communication, and problem-solving skills.

Ability to work independently, manage priorities, and lead a remote team effectively.

Strong organizational and analytical skills, with a focus on continuous improvement.

Preferred Skills
Experience in e-commerce or with international brands is highly desirable.

Familiarity with other customer service tools, CRM platforms, and analytics tools is a plus.

Application:
Interested applicants must input the code stated in the job description as part of the subject

Interested applicants are encouraged to apply via the Link to Job Application
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SKILL REQUIREMENT

Customer Support Customer Support Management Gorgias

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Infinite Modern Brands

Customer Experience Team Leader (PST hours)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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