Customer Experience Associate

Triplespeed is a fast-moving app studio that’s doubled revenue in the last month alone, and we’re just getting started. We’re building profitable, direct-to-consumer brands at speed, and we’re looking for a talented candidate to lead our Customer Support team.

Responsibilities

• Lead and scale the customer support function across instant messaging, email, and social media channels ensuring every interaction reflects Triplespeed’ commitment to excellence.
• Develop and implement customer service strategies, workflows, and KPIs to deliver seamless, high-quality support experiences.
• Mentor and manage a growing team of support specialists — setting performance standards, conducting training sessions, and fostering a culture of empathy and accountability.
• Leverage insights from customer feedback, complaints, and analytics to drive continuous improvement and inform product and marketing decisions.
• Collaborate cross-functionally with product, sales, and marketing teams to align customer support with brand goals and ensure consistent communication across all touch-points.
• Oversee customer communication tools and systems, maintaining accurate records, efficient response workflows, and timely escalations.

Continuously refine support policies and processes to optimise customer satisfaction, retention, and loyalty.

Qualifications

Passion for creating a customer-first culture, solving problems creatively, and going the extra mile to delight users.

What we offer :