Drsquatch

Senior Customer Experience Associate

Join our team at Dr. Squatch as our Senior Customer Experience Associate! We're looking for a strategic, details-focused, and highly driven individual to lead the day-to-day management of our outsourced customer support partner and own the processes, policies, and platforms that keep our customer experience running at a high standard.

The Customer Experience Team is the driving force ensuring that customers are delighted with their overall Dr.Squatch experience. The team is responsible for customer service, engagement, and retention, as well as improving our overall digital and physical experiences. In this role, you will be the primary point of contact for our business process outsourcing (BPO) partner, including, but not limited to: setting them up to win on every product launch, campaign, and peak season through clear playbooks, training, and communication. You will own our ticket macros and policies, non-ticket support processes, review moderation, and the platforms our agents rely on every day. You will also own escalations, resolving complex customer issues yourself and routing them to the right cross-functional partners when needed.

You'll round this out by owning close-the-loop and NPS programs, turning customer sentiment into recommendations that shape how we operate and advocating for the customer in cross-functional forums.

This role will report to the Senior Manager, Customer Experience.

This is a full-time role with company benefits based in Marina Del Rey, CA.

The anticipated base compensation range for this role will be $70,000 to $85,000. Compensation will be commensurate with the candidate's experience and local market rates.

What You'll Do:

• BPO Management & Partnership
  • Serve as the day-to-day operational lead for our outsourced support partner, managing queue coverage and daily priorities.
  • Build and deliver launch calendars, playbooks, and campaign briefs so the partner team is fully prepared for monthly product launches, promotions, and marketing initiatives.
  • Design and implement onboarding and ongoing training for partner agents, and provide clear direction and feedback.
  • Hold biweekly check-ins with partner team leads and management, and own all communication flowing from Dr. Squatch to the partner team.
  • Partner with the Senior Manager on relationship management, workforce planning, and budget inputs for the support team.
• Escalations & Issue Resolution
  • Own first-level escalations end to end, resolving complex and sensitive customer issues with urgency and care.
  • Route escalated questions to the appropriate cross-functional channels and follow them through to closure.
  • Identify escalation patterns and turn them into policy, process, or training fixes that prevent repeat issues.
• Process & Policy Ownership
  • Own our ticket macros and support policies. Including writing, auditing, and updating them as products, promotions, and policies evolve.
  • Own non-ticket support processes and keep them documented, current, and consistently executed.
  • Co-own our help desk content and ticket deflection initiatives alongside the Senior CX Analyst, reducing contact rate while protecting customer satisfaction.
  • Drive high CSAT while keeping resolution time low, and support the quality assurance program.
• Reviews & Customer Sentiment
  • Own review moderation and response across Trustpilot, Okendo, and other review platforms, protecting brand voice and reputation.
  • Run and manage close-the-loop (CTL) programs across channels, ensuring detractor feedback is acted on and closed out.
  • Own NPS reporting by tracking trends, surfacing themes, and recommending actions to the CX and cross-functional teams.
• Reporting & Cross-Functional Collaboration
  • Own general CX reporting in partnership with the Senior Manager, translating support data into clear takeaways for the business.
  • Deep dive into data from support channels and customer sentiment sources to identify root causes and improvement opportunities.
  • Advocate for thoughtful, game-changing customer solutions in meetings with cross-functional and executive partners.
  • Partner with Marketing, Ops, Retail, and Product teams to flag customer-impacting issues early and represent the customer voice in planning.

About You:

• 4+ years of experience in customer experience, customer success, support operations, or an associate manager role, including time spent managing outsourced or BPO support teams.
• Hands-on experience with a modern help desk platform (Gorgias, Zendesk, Kustomer, or similar), including macro, rule, and workflow configuration.
• Experience building and running training, onboarding, or quality programs for support teams.
• Comfortable owning escalations and making sound judgment calls on sensitive customer issues.
• Strong empathy for customers and a passion for revenue growth and providing world-class customer experience.
• Familiarity with review platforms and customer sentiment programs such as Trustpilot, Yotpo, or NPS surveys.
• Comfort with reporting and analytics tools such as Looker Studio, Excel, or Google Sheets is a bonus.
• Excellent written and verbal communication skills, with a natural ability to connect with and lead a team in a different country and time zone.
• Comfort with rapidly changing work environments and competing priorities.
• A scrappy attitude with big ideas, and a bias toward owning the outcome.
• A collaborative team player