Customer Service (CX) Internal Team Lead  

About the Role

At Pattern Brands, we live to curate products that turn everyday routines into joyful rituals. We’re a fast-growing portfolio of home brands, and we’re looking for a detail-oriented Team Lead to manage our relationship with our outsourced Customer Experience (CX) agency and designated team of agents.

In this role, you will help shape customers’ overall experience with our brand. The ideal candidate stays calm under pressure, takes ownership of issues, and is committed to delivering excellent service. This role serves as a key cross-functional partner, ensuring that customer insights drive meaningful improvements across technology, marketing, product, and design.

The CX Team Lead reports to the VP of Operations. This is a fully remote role for up to 40 hours per week, Monday through Friday, to be completed during EST hours.

Key Responsibilities

BPO & Team Management: Oversee day-to-day BPO operations, including agent scheduling, performance audits, hiring, training, daily agent support, and team morale.

Strategy & Operations: Own the CX roadmap, SOP updates, and handle escalated issue management (PayPal disputes, chargebacks, and review platforms).

Performance & Reporting: Build and track CX KPIs (FRT, resolution time, CSAT, QA, CES) to deliver actionable performance insights to leadership.

Insights & Cross-Functional Feedback: Identify customer pain points and trends in real time, sharing feedback across product, marketing, design, and tech teams to improve processes and the customer experience.

Ad-Hoc Projects: Support additional CX initiatives as requested by leadership.

- Minimum of 4 years of experience managing a CX/customer service team of 10+ agents; ecommerce/consumer goods experience is strongly preferred.

- Experience using tools such as Kustomer, Shopify, Refundid, Amazon Seller Central, Aircall, Extensiv, or similar platforms is strongly preferred.

- Organized and detail-oriented with strong written and verbal communication.

- Strong time management skills and ability to multitask

- Proactive problem-solving skills

- Willingness to learn and adapt in a fast-paced environment