Global Customer Experience Lead

Coffee Meets Bagel’s vision is to inspire singles to share and connect authentically. We make lasting impressions on people’s lives by helping them form meaningful connections with other amazing singles.

We’re looking for a seasoned and strategic Global Customer Experience Lead to lead Coffee Meets Bagel’s CX team into its next stage of growth. This person will be accountable not only for day-to-day operational excellence, but also for defining the vision, systems, and global structure that allow the CX function to scale across languages, regions, and time zones—while delivering exceptional user care at every touchpoint.

**1. Responsibilities**:
**Strategic Leadership & CX Vision**:

- Define and continuously evolve the global CX vision, strategy, and roadmap aligned with company KPIs and brand values.
- Build a CX organization capable of supporting multi-language and multi-time-zone operations, with strong SLA monitoring and accountability.
- Set the standard for CX documentation, including internal playbooks, policy guides, escalation protocols, and service frameworks to ensure consistent service quality.
- Serve as the voice of the user across product, trust & safety, brand, engineering, and executive leadership conversations.
- Drive CX team Gen AI strategy and implement best-in-class industry tools to meaningfully increase team productivity and customer satisfaction.

**Operational Excellence**:

- Lead a team of 3-5 (and growing) Customer Experience Associates, ensuring all support interactions are timely, brand-aligned, and solution-oriented.
Build systems that enable P0 and P1 issue responsiveness without needing prompting, and define protocols that allow CX to take charge when it matters most.
- Partner closely with Engineering, Product, and QA to surface, triage, and resolve product issues quickly—with clear impact sizing, root cause analysis, and feedback loops.

**Business Impact & Cross-Functional Collaboration**:

- Proactively identify and communicate CX trends, patterns, and early warnings to Brand, Trust & Safety, and Product in a manner that enables faster, organisation-wide action.
- Translate CX insights into clear recommendations for product, marketing, and business decisions.
Track and report CX metrics (e.g., FRT, CSAT, contact rate, and escalation volume) while promoting automation and self-service opportunities where appropriate.
- Collaborate with Brand Marketing to ensure that the tone, empathy, and resolution strategies used in customer responses enhance brand perception and align with the company's values.

**Team Development & Culture**:

- Attract, coach, and retain top CX talent. Foster a culture of accountability, empathy, and operational rigour.
- Design team structures and workflows to scale with the business, including international support coverage.
Offer clear, career-focused development paths for team members.

**2. Qualifications**
- 8+ years of experience in customer experience, customer operations, or support, ideally in a consumer tech or app-based environment.
- 3+ years in a leadership role managing CX teams, with a proven track record of growing global or regional support operations.
Demonstrated experience in setting and owning CX strategy, team structure, tooling roadmap, and process development.
Track record of cross-functional influence, including collaboration with Product, Engineering, Brand, and T&S.
Experience in incident response: managing high-priority technical and reputational incidents with rigour and calm.
- Strong data literacy—comfortable with trend analysis, building dashboards, and storytelling with data.
- Experience with CX and incident management tools such as Zendesk, Intercom, UnitQ, etc.
- Proven ability to document SOPs, build playbooks, and drive clarity across a growing team.

Fluency in both written and spoken English and Mandarin Chinese is preferred (to coordinate with our internal teams in North America and Asia).