Job Description

Roles & Responsibilities

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

Desired Candidate Profile

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

• Familiarity with e-commerce platforms (e.g., Shopify) and CRM tools (e.g., Zendesk)

Why Join Hewyn Competitive benefits including employee discounts on premium supplements, health insurance, and flexible working arrangements.

.