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Customer Experience Team Lead
desertcart
Dubai, UAE
Full Time
Manager
Yesterday
Customer Service ManagementTeam LeadershipMulti channel SupportProduct Knowledge (Nutrition/Supplements)E commerce Platforms (Shopify)CRM Tools (Zendesk)
Free
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Customer Service ManagementTeam LeadershipMulti channel Support
About the Role
Hewyn, a premium health and wellness brand, is seeking a fitness-enthusiast Customer Experience Team Lead to manage multi-channel support teams and elevate customer interactions. The role requires 3+ years in CX with 1-2 years in a team lead role, passion for fitness, and experience with e-commerce and CRM tools.
Key Skills for This Role
Customer Service ManagementTeam LeadershipMulti channel SupportProduct Knowledge (Nutrition/Supplements)E commerce Platforms (Shopify)CRM Tools (Zendesk)
Responsibilities
- Lead and manage daily operations across chat, ticketing, and voice channels, ensuring SLAs and KPIs are met
- Coach and mentor agents through 1:1s, performance reviews, and QA evaluations
- Develop training on Hewyn's product catalog and fitness/wellness concepts
- Handle complex escalations with professionalism and empathy
- Partner with e commerce, marketing, and logistics teams to share customer insights and improve the customer journey
Requirements
- 3+ years in Customer Service/CX, including 1–2 years in a team lead or training role
- Experience managing multi channel teams (chat, email, voice)
- Genuine passion for fitness, nutrition, and wellness
- Strong communication skills; able to simplify complex nutrition/fitness info
- Familiarity with e commerce platforms (e.g., Shopify) and CRM tools (e.g., Zendesk)
- Ability to thrive in a fast paced, dynamic e commerce environment
Full Job Posting
About Hewyn
- Hewyn is a premium destination for health, wellness, and fitness supplements.
- We curate and deliver top tier nutritional products, vitamins, and gear to elevate customers' well being.
- Our mission is to empower individuals to achieve their health goals.
About the Role
- We're seeking a fitness enthusiast Customer Experience Team Lead to manage our multi channel support team (chat, ticketing, and voice) and elevate customer interactions into consultative, value driven conversations about fitness and product efficacy.
Key Responsibilities
- Lead and manage daily operations across chat, ticketing, and voice channels, ensuring SLAs and KPIs are met.
- Coach and mentor agents through 1:1s, performance reviews, and QA evaluations.
- Develop training on Hewyn's product catalog (vitamins, amino acids, collagen, nootropics, sports nutrition) and fitness/wellness concepts.
- Handle complex escalations with professionalism and empathy.
- Partner with e commerce, marketing, and logistics teams to share customer insights and improve the customer journey.
Qualifications
- 3+ years in Customer Service/CX, including 1–2 years in a team lead or training role.
- Experience managing multi channel teams (chat, email, voice).
- Genuine passion for fitness, nutrition, and wellness.
- Strong communication skills; able to simplify complex nutrition/fitness info.
- Proven ability to inspire and educate a team. You should be a natural coach who leads by example.
- Familiarity with e commerce platforms (e.g., Shopify) and CRM tools (e.g., Zendesk).
- Ability to thrive in a fast paced, dynamic e commerce environment and adapt to changing customer needs.
Why Join Hewyn
- Joining Hewyn means becoming part of a fast growing, premium wellness brand.
- Opportunity to 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.
To Apply
- Submit your CV @ careers@desertcart.com
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