Customer Experience Lead

Factory Unlike Any Other

The American Leather factory is unique in the furniture industry. It allows us to create custom luxury furniture in Dallas, Texas, and deliver it to consumers' homes via our retail partners in about 30 days. Blending the best in technology, efficiency systems, and state‑of‑the‑art craftsmanship allows us to offer the most beautiful styles, innovative mechanisms, and various custom options. Each valued operations team member is key to upholding American Leather's commitment to quality, workmanship, and service.

We look forward to receiving your application to join our exceptional team.

We are seeking a motivated team member to support systems improvements, process optimization, and operational consistency across the Customer Experience organization. This role focuses on strengthening workflows, documentation, and CX systems to improve efficiency, visibility, and service outcomes. The individual will work cross‑functionally with CX, Order Entry, and IT to document processes, identify opportunities for improvement, and help implement practical solutions using continuous improvement principles.

A key component of the role will be ownership of Zendesk administration and CX operational workflows, ensuring the platform is optimized to support internal teams and provide clear insight into customer trends, response times, and service performance. Over time, this role will help build scalable processes and documentation that support operational consistency as the organization grows and evolves.

• Document current CX and Order Entry workflows to ensure clear and consistent processes.
• Identify inefficiencies, process gaps, and opportunities to streamline operations.
• Partner with CX leadership and cross‑functional stakeholders to improve workflows and service processes.
• Maintain process documentation and SOPs to support onboarding, training, and operational clarity.

• Own Zendesk administration, configuration, and ongoing optimization for the CX team.
• Manage workflows, automations, and ticket routing to support efficient customer support operations.
• Maintain reporting and dashboards that provide insight into support performance, trends, and response times.
• Partner with IT as needed for system integrations or technical escalations.

• Develop and maintain dashboards and reporting to monitor CX KPIs such as response times, ticket volumes, and service trends.
• Analyze customer feedback and service data to identify opportunities for operational improvement.
• Provide leadership with actionable insights to improve customer experience and internal processes.

• Work closely with CX, Order Entry, and IT teams to ensure systems and processes support operational needs.
• Assist in evaluating tools or workflow improvements that support CX efficiency.
• Support internal training and adoption of CX tools and processes.

• Develop and maintain a quality control (QC) review process for Customer Experience and Order Entry workflows.
• Conduct periodic audits of tickets, order entry accuracy, and service interactions to ensure adherence to company standards and processes.
• Identify recurring issues or training opportunities and partner with CX leadership to improve team performance and consistency.
• Track and report QC findings to help guide operational improvements and team development.

• 1–3 years’ experience in a leadership role in customer experience, operations, business analysis, or process improvement.
• Strong organizational and documentation skills.
• Experience with customer service platforms (Zendesk or similar) preferred.
• Familiarity with workflow mapping tools (Visio, Lucidchart, Miro, etc.) is a plus.
• Strong collaboration and communication skills with both technical and non‑technical stakeholders.
• An analytical mindset with the ability to translate data into operational improvements.

• Competitive compensation and health insurance include medical, dental, vision, life, short/long‑term disability, a flexible spending account, and a 401(k) plan. We also have an on‑site wellness/fitness center that includes free personal training 2 times a week and yoga sessions once a week.