About Trybe

Trybe is a fast-growing, performance-based creator marketing platform helping brands scale through high-performing user-generated content (UGC).

We connect brands with creators who produce authentic, engaging content that brands can turn into high-performing paid ads. We're building a new way for brands and creators to grow together, and we're looking for ambitious people to join us.

We're looking for a Head of Customer Experience to build, lead, and scale our customer support function across our marketplace of brands and creators.

This is a senior, hands-on leadership role for someone who has managed high-volume support operations at a fast-growing technology company, e-commerce business, or marketplace.

You'll own the entire customer experience function, including team performance, support processes, escalations, systems, and service quality. You'll lead a distributed support team and work closely with leadership, Account Management, Product, and Engineering to deliver a seamless experience for brands and creators.

We're looking for someone who can build scalable systems while remaining hands-on with complex issues and day-to-day operations.

What You'll Do

• Build, lead, and scale a high-performing customer experience team, including hiring, training, coaching, and performance management.
• Own day-to-day support operations, ticket queues, escalations, and customer communication across brands and creators.
• Develop support processes, escalation workflows, service-level agreements (SLAs), and quality standards.
• Track and improve key CX metrics, including response times, resolution times, ticket backlog, escalation rates, and agent productivity.
• Personally manage complex and high-priority customer issues, ensuring timely resolution.
• Implement and optimize customer support tools, AI agents, automation, knowledge bases, and self-service resources.
• Identify recurring customer issues and collaborate with Product and Engineering to address root causes.
• Work closely with Account Management and internal teams to improve onboarding, customer satisfaction, and retention.
• Build scalable systems and processes that maintain service quality as the business grows.

Qualifications

• 5+ years of experience in customer experience or customer support, including leadership experience.
• Proven track record of building, managing, and scaling high-volume customer support operations.
• Experience managing distributed, offshore, or BPO support teams.
• Strong background in a fast-growing technology company, e-commerce business, consumer platform, or marketplace.
• Hands-on experience managing significant ticket volumes, complex escalations, and support operations.
• Strong understanding of Shopify, Meta, and common e-commerce integrations or advertising-related support issues.
• Data-driven approach with experience improving response times, resolution rates, customer satisfaction, and operational efficiency.
• Experience with support platforms such as Gorgias, Zendesk, or Intercom, including AI-powered automation and workflows.
• Strong leadership, communication, and problem-solving skills.
• Comfortable operating in a fast-paced startup environment and remaining directly involved in day-to-day execution.

Preferred: Experience supporting a two-sided marketplace, building AI-enabled support operations, or scaling customer experience teams through rapid growth.

Must be based in New York City or willing to relocate and work in-office.

Why Trybe

• High-growth environment: Join a rapidly scaling technology company transforming creator marketing.
• Real ownership: Build and lead the customer experience function, with the autonomy to shape its people, processes, and systems.
• Direct impact: Work closely with leadership and cross-functional teams to improve the experience of thousands of brands and creators.
• Opportunity to build: Develop scalable support operations, implement AI-driven solutions, and establish the foundation for long-term growth.
• Career growth: Take on a high-impact leadership role with significant responsibility as the company expands.