Job Description

Overview

SEAIR Global Inc. is looking for a Customer Experience Lead to build and lead our customer

service function from the ground up. This is a rare opportunity to shape the customer experience

strategy at a fast-growing company. You will work on the front lines, craft SOPs, build internal

systems, and partner across functions to bring our customers unmatched support, consistency and

engagement.

What You'll Do

Build from Scratch

? Establish SEAIR's first customer service department -- from team structure and

processes to tools and training programs.

? Define and implement scalable workflows, knowledge bases, and communication

protocols.

? Create and enforce SOPs to standardize support processes across all customer-facing

functions.

Frontline Leadership

? Actively handle customer queries and complaints in the early stages to understand pain

points firsthand.

? Filter inbound leads, route inquiries appropriately, and follow through to ensure a world-

class experience.

? Serve as the primary voice of the customer to internal stakeholders, ensuring feedback

loops drive product and service improvements.

Training & Enablement

? Train cross-functional employees (Sales, Ops, Account Management) on customer

interaction best practices.

? Lead the creation of a centralized learning system and internal training resources for new

workflows, SKUs, and client services.

Data-Driven Performance

? Define and manage KPIs, SLAs, and CSAT/NPS benchmarks to track customer

satisfaction and support efficiency.

? Conduct ongoing quality assessments and performance reviews to drive service

excellence.

? Report on customer insights, trends, and satisfaction metrics (CSAT) to the Executive

Team regularly.

Cross-Functional Collaboration

? Partner closely with Operations, Product, Tech, and Sales to create a seamless customer

journey.

? Lead initiatives that align with company growth plans and operational scalability.

? Assist Account Managers with relationship-building and customer success strategies.

Operational Excellence

? Identify service bottlenecks and lead the design of scalable solutions that grow customer

base.

? Manage scheduling, budgeting, and resource planning for the CX department.

? Drive continuous improvement through data analysis, experimentation, and team

feedback.

What We're Looking For

? 6+ years of experience in CX, client success, or customer support, ideally in logistics,

eCommerce, or high-growth companies.

? Proven track record of building, scaling, and leading customer-facing teams.

? Exceptional written and verbal communication with executive-level presence.

? Strong project management and data analysis skills (Excel proficiency required).

? Experience working with platforms like Zendesk, Salesforce, ShipThis or other CRM

tools.

? Bachelor's degree or equivalent experience.

You'll Excel In This Role If You

? Thrive in ambiguity and can build structure where none exists.

? Have strong emotional intelligence and empathy, balanced with urgency and

accountability.

? Are an excellent coach, mentor, and motivator who builds trust across teams.

? Are passionate about customers and constantly advocate for their success.

? Aren't afraid to roll up your sleeves -- whether that's handling a support ticket or

redesigning a process.

Bonus Points For

? Experience implementing or managing a learning management system.

? Background in startups or high-growth environments.

? Previous ownership of CSAT/NPS strategy and improvement.

? A sense of humor and team-first mindset.

? Outstanding professional references.

Job Type: Full-time

Pay: ?70,000.00 - ?75,000.00 per month

Benefits:

Provident Fund
Language:

English (Preferred)
Work Location: In person