CX Team Lead - Fitness Tech – NYC, US

Our client is a leading global Hi-Tech Fitness Start-up Company, which has developed a next-generation hardware/AI strength training system designed for personalized, intelligent workouts.

They are scaling fast with a cutting-edge D2C e-commerce platform built for massive growth.

We’re seeking a full-time CX Team Lead to join the NYC team. We’re looking for a true operator who’s ready to build, lead, and elevate the experience at every customer touchpoint. This isn’t a role for box-checkers or caretakers. We’re scaling fast, and we need a high-impact, high-ownership leader to help shape and drive a world-class CX operation.

Job Responsibilities:

• Lead, grow, and inspire a team of CX agents.

• Optimize support workflows, SLAs, and customer-facing interactions.

• Own escalations and resolve them quickly and decisively.

• Deliver actionable CX insights directly to senior leadership.

• Build a high-performance, customer-obsessed culture from the ground up.

What Success Looks Like:

• Faster ticket resolution times.

• Higher CSAT scores.

• Fewer escalations.

• A team that’s sharper, stronger, and faster under your leadership.

Requirements:

• MUST: 2+ years managing a CX or Support team, ideally in a startup or high-growth environment.

• MUST: Proven track record of building CX processes and training agents.

• MUST: Data-driven approach — you know your KPIs, SLAs, CSAT/NPS.

• A strong sense of urgency — you move with clarity and intent.

• Excellent cross-functional collaboration skills

• Passionate about fitness and wellness – a PLUS!

Why You'll Love It Here

• High trust, high autonomy — you’ll own your domain.

• No corporate layers — you’ll work directly with leadership.

• Build something meaningful from day one.

• Join a team that’s competitive, collaborative, and laser-focused on growth.

If you're ready to lead with impact and help shape the next chapter of our CX evolution, we’d love to hear from you!