Customer Experience Lead

About the role

Our customers are passionate — about their feet, their training, and their gear. You'll own the entire post-purchase experience and turn support into a retention engine.

What you'll do

• Lead day-to-day support across phone, email, chat, and social
• Build help-center content and self-serve flows
• Own returns/exchanges policy and execution with our 3PL
• Surface product feedback to the founders every week
• Hire and manage part-time support help as we scale

What we're looking for

• 2+ years in ecommerce customer experience or support ops
• You write clearly, warmly, and fast
• Systems thinker — you'd rather fix the root cause than answer the same ticket twice
• Experience with Gorgias/Zendesk and Shopify
• Bonus: barefoot-shoe or fitness industry familiarity

Why Peluva

You'll be the voice of the brand to thousands of customers — and the voice of the customer inside the company.