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Olive Ateliers · 1 month ago

Customer Experience Lead

Los Angeles, CA

Full-time

Onsite

Mid Level

$70K/yr - $80K/yr

3+ years exp

Olive Ateliers is a fast-growing, founder-led lifestyle brand evolving into a design-led home furnishings company. The Customer Experience Lead will shape the future of the customer journey, establishing standards and processes to elevate customer interactions and support growth.

Retail

Hiring Manager

Stephen Harris

Responsibilities

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

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

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

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

Qualification

Customer experience managementAnalytical skillsCross-functional leadershipShopifyGorgiasWritten communicationVerbal communicationProblem-solvingCustomer-first mindset

Required

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

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)