Customer Experience Lead

TL;DR

Customer Experience Lead (Omnichannel Support): Leading multilingual customer service operations for Herman Miller Retail Europe and high-performance seating stores with an accent on pre- and post-sales support, service delivery, and cross-functional coordination. Focus on improving workflows, managing SLAs and staffing, coaching service teams, and resolving complex customer issues across phone, email, chat, and social channels.

Location: Remote, with the ability to commute to Melksham, UK when required; flexible scheduling may include weekends and holidays.

Company

hirify.global designs and manufactures furniture and workplace solutions through brands including Herman Miller.

What you will do

• Lead a multilingual team delivering customer support across phone, email, live chat, social media, and other channels.
• Coordinate schedules, staffing, team activities, and service-level performance across business hours, weekends, and holidays.
• Support customer escalations and act as a liaison between customers and internal teams.
• Identify, document, and implement workflow and service improvements while managing business risk and sales opportunities.
• Coach, train, and mentor new and existing team members, providing performance feedback.
• Review operational and communication metrics to support team goals and performance planning.

Requirements

• Bachelor’s degree in business or a related field, or relevant equivalent experience.
• At least four years of experience in customer experience, sales, or eCommerce roles involving extensive customer communication.
• Professional verbal and written English, with strong negotiation, listening, empathy, conflict-resolution, and presentation skills.
• Strong problem-solving, systemic thinking, prioritization, account management, workload management, and time-management skills.
• Experience with manufacturing business systems and communication or office automation software, with the ability to coach others.
• Ability to commute to Melksham when required and work flexible schedules, including weekends, holidays, overtime, or other nontraditional days.

Nice to have

• Experience working in a multilingual environment.
• Knowledge of Herman Miller products, processes, and services.
• Participation in continuous improvement initiatives or technology pilots.

Culture & Benefits

• Purpose-driven design culture focused on sustainability, equity, and positive social impact.
• Inclusive workplace committed to equal opportunity and reasonable accommodations.
• Exposure to cross-functional collaboration across retail, eCommerce, service, and operational teams.
• Flexible scheduling aligned with customer coverage requirements.