Customer Experience Lead — Craighill (Brooklyn, NY)

Compensation: $75,000–$85,000 | Full-Time | On-Site

About Craighill

Craighill is a Brooklyn-based design studio creating enduring, beautiful, and useful objects for everyday life. Guided by curiosity and craftsmanship, we make things that honor material and process, and that change how a person notices the built world around them.

We’re growing quickly, with ambitions that reach well beyond our size today. Behind that momentum are the customers who keep coming back and the community that’s formed around what we make. We’re hiring our first dedicated Customer Experience Lead to deepen those relationships.

Role Overview

As Craighill’s Customer Experience Lead, you’ll own the moments where a person’s relationship with our brand is made or lost, often in a single reply to someone who’s frustrated and quietly deciding whether we’re worth their trust. The work is high-touch and human, and it rewards attention and good judgment over speed.

You’ll be the person customers hear from across our most important touchpoints, and the one engaging directly with our community on social media. Just as important, you’ll carry what you learn back into the business, turning what customers tell you into better products and smoother operations. You’ll partner closely with our Operations, Design, and Marketing teams in Brooklyn, where the things you notice can change what we make. This is a role for someone curious about people and the objects they live with, and drawn to helping a young brand grow into a lasting one.

Key Responsibilities

Customer Experience & Relationship Building

• Take on the high-value, judgment-heavy customer conversations: the sensitive issues, the complicated orders, the moments that determine whether someone trusts us for years to come.
• Turn frustration into loyalty: treat a hard conversation as a chance to win someone over, not just close a ticket.
• Know when to go beyond policy to keep a customer’s trust, and use good judgment about where the line sits.
• Set the standard for how we directly communicate with our customers, keeping it warm and clear across email, chat, and direct messages.

Community & Social Engagement

• Be the welcoming, knowledgeable presence in our community, responding to comments and DMs on Instagram and beyond in a way that makes people feel seen and part of the brand.
• Recognize and nurture our most enthusiastic customers and brand ambassadors, building relationships that last.
• Listen to what the community is telling us through their questions, reactions, and ideas, and bring it back to Marketing and Design.

Insight & the Feedback Loop

• Spot patterns across conversations that signal a product, packaging, or process issue, often before it becomes widespread.
• Build a simple, repeatable way to track and quantify customer feedback, complaints, and product issues so the business can act on them.
• Partner with Design and Operations to feed those insights into product improvements and new ideas — you are one of our richest sources of customer truth.

Tools, Systems & Continuous Improvement

• Direct our external support partner on day-to-day volume, setting priorities and routing tickets so the whole queue stays fast and consistent.
• Work alongside our AI support agent, which handles a meaningful share of routine, repeatable requests, helping refine and improve it so the automated experience stays excellent and your time stays focused on the work that matters most.
• As we add automation and grow, keep the everyday experience unmistakably Craighill, so efficiency never erodes the quality of how customers are treated.
• Get fluent in our customer and commerce tools (Gorgias, Shopify, and related systems) and use them to work efficiently and spot what’s worth improving.
• Help shape the customer experience function from the ground up: the workflows, standards, and small experiments that make it better over time.

Qualifications

• 2–5 years in customer experience, customer support, or community, ideally with a consumer brand you cared about.
• An exceptional writer. You adjust your voice naturally from a quick DM to a careful, high-stakes email, and you write plainly, warmly, and well.
• Deep brand awareness. You can name the brands you love, why, and the specific way they made you feel. More than anything, you want to make others feel that way.
• Comfortable with software and curious about working alongside AI tools, not threatened by them. You see automation as a way to spend your time on what counts.
• Able to zoom in and out: solve one customer’s problem with care, then step back and draw conclusions about product and process.
• Self-directed and trustworthy with ambiguity, comfortable owning a function rather than waiting for a queue.

Personal Attributes

• Empathetic: You lead with care for the person on the other end of the conversation.
• Resourceful: You find thoughtful solutions and better ways of doing things.
• Buoyant: You stay resilient and good-humored through hard conversations, and you lift the people around you.
• Curious: You want to understand why customers feel the way they do, and what it tells us about our work.

Why Craighill

Craighill is an independent design studio that thinks in decades. We care as much about how a person is treated as about the objects we make, and this role exists to keep that true as we grow. From day one the function is yours to lead. You'll have a direct line to the design and operations teams in our Brooklyn studio, where being in the room changes how much you can notice and improve.

If you take pride in earning a customer's trust and keeping it, we'd love to hear from you.

Instructions to Apply

To apply, please submit the following to jobs@craighill.co. 

• Resume
• Cover Letter
• 2 professional references
• Salary request
• A brief description of a brand whose customer experience you admire, and what they get right.