Customer Experience Lead (Operations Support )

About Trafilea

Trafilea is a Consumer Tech Platform for Transformative Brand Growth. We’re building the AI Growth Engine that powers the next generation of consumer brands.

With over $1B+ in cumulative revenue, 12M+ customers, and 500+ talents across 19 countries, we combine technology, growth marketing, and operational excellence to scale purpose-driven, digitally native brands.

We own and operate our own digitally native brands (not an agency), with presence in Walmart, Nordstrom, and Amazon, and a strong global D2C footprint.

Why Trafilea

We’re a tech-led eCommerce group scaling our own globally loved DTC brands, while helping ambitious talent grow just as fast.

🚀 We build and scale our own brands.

🦾 We invest in AI and automation like few others in eCom.

📈 We test fast, grow fast, and help you do the same.

🤝 Be part of a dynamic, diverse, and talented global team.

🌍 100% Remote, USD competitive salary, paid time off, and more.

Key Responsibilities

We are looking for a Customer Experience Team Leader, a position focused on our Apparel store to improve the shopping experience for our customers. This role focuses on representing customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers ).

• 2+ years of experience in the same role

• Strong grasp of the English language, including spoken and written

• Proven ability to effectively lead and manage team leaders and members, with different scopes and lead indicators to monitor

• Good problem-solving skills and confidence when facing challenges to ensure we provide excellence in customer experience

• Continuous learning and growth mindset

• Good interpersonal & communication skills; positive work attitude

• Good analytical and problem-solving skills.

• Able to have the right follow-up and monitoring of action items and KPIs

• A responsible team player who works well with others

• Able to make good decisions independently

• Conflict Resolution and Decision-Making

• Crisis Management and Customer Feedback Integration