indeed
Customer Experience Team Lead
desertcart
Dubai, UAE
Full Time
Manager
Onsite
AED 12,000/month / month
Yesterday
Customer ServiceTeam LeadershipTrainingCommunicationZendeskShopify
Free
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Customer ServiceTeam LeadershipTraining
About the Role
Desertcart is seeking a Customer Experience Team Lead to manage multi-channel support operations for its wellness brand Hewyn. You will lead a team of chat, ticketing, and call agents, provide fitness and product training, and handle escalations.
Key Skills for This Role
Customer ServiceTeam LeadershipTrainingCommunicationZendeskShopify
Responsibilities
- Oversee daily operations across chat, ticketing, and voice channels, ensuring service level agreements and KPIs are met or exceeded
- Lead, mentor, and motivate a team of CE agents through regular one on one meetings, performance reviews, and quality assurance evaluations
- Identify bottlenecks in the customer journey and implement process improvements to streamline support operations
- Handle complex customer escalations with empathy, professionalism, and a solutions oriented mindset
- Maintain in depth understanding of Hewyn’s product catalog including vitamins, amino acids, collagen, nootropics, and premium sports nutrition brands
- Develop and deliver comprehensive training modules for the CE team focused on fitness concepts, wellness goals, and supplement science
- Coach agents on how to pivot conversations from basic inquiries to consultative discussions, recommending products based on customer goals
- Act as a bridge between customers and internal teams, gathering and reporting insights on product feedback, trending wellness topics, and customer pain points
- Foster a brand tone that is knowledgeable, encouraging, and deeply rooted in the fitness community
Requirements
- 3+ years of experience in Customer Service/Customer Experience
- At least 1 2 years in a team lead, supervisory, or training role
- Experience managing multi channel teams (chat, email, voice) is essential
- Must be a genuine fitness enthusiast with strong knowledge of health, fitness routines, nutrition, and dietary supplements
- Exceptional verbal and written communication skills
- Proven ability to inspire and educate a team
- Familiarity with e commerce platforms (e.g., Shopify), CRM tools (e.g., Zendesk), and standard support metrics
- Ability to thrive in a fast paced, dynamic e commerce environment
Full Job Posting
Role Overview
- We are seeking a dynamic, fitness enthusiast Customer Experience (CE) Team Lead to spearhead our frontline support operations. In this critical role, you will manage a multi channel team of Chat Agents, Ticketing Agents, and Call Agents. Your primary objective is to elevate our customer interactions
Key Responsibilities
- Team Leadership & Operations Management: oversee daily operations across chat, ticketing, and voice channels; lead, mentor, and motivate a team; identify bottlenecks and implement process improvements; handle complex escalations.
- Fitness & Product Training: maintain in depth understanding of Hewyn’s product catalog; develop and deliver training modules on fitness concepts, wellness goals, and supplement science; coach agents on consultative conversations.
- Customer Advocacy & Insights: act as bridge between customers and internal teams; gather and report insights on product feedback, trending wellness topics, and customer pain points; foster a brand tone rooted in the fitness community.
Qualifications & Requirements
- Experience: 3+ years in Customer Service/Customer Experience, with at least 1 2 years in a team lead, supervisory, or training role. Experience managing multi channel teams (chat, email, voice) is essential.
- Fitness & Wellness Passion: Must be a genuine fitness enthusiast. Strong personal interest in and working knowledge of health, fitness routines, nutrition, and dietary supplements.
- Communication Skills: Exceptional verbal and written communication skills. Ability to translate complex nutritional or fitness information into accessible, customer friendly language.
- Leadership Traits: Proven ability to inspire and educate a team. Natural coach who leads by example.
- Technical Acumen: Familiarity with e commerce platforms (e.g., Shopify), CRM tools (e.g., Zendesk), and standard support metrics.
- Adaptability: Ability to thrive in a fast paced, dynamic e commerce environment and adapt to changing customer needs.
Why Join Hewyn?
- Be part of a fast growing, premium wellness brand making a tangible difference in people's lives.
- Blend professional customer experience expertise with personal passion for fitness and health.
- Collaborative, forward thinking team culture.
- Competitive benefits including employee discounts on premium supplements, health insurance, and flexible working arrangements.
Additional Information
- Hewyn is a sister brand and platform owned by Desertcart, focusing specifically on premium wellness supplements.
- Please share your CV @ careers@desertcart.com with your current & expected salary.
- Pay: Up to AED12,000.00 per month.
- Work Location: In person.
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