layla wiederkehr

I am a dedicated Customer Experience (CX) Team Lead with a proven track record of managing high-volume remote teams and driving exceptional customer satisfaction. My experience spans across various industries, where I have consistently achieved impressive CSAT scores, including a 97%+ at Bespoke Post and a 98.75% at Mercari. I thrive in dynamic environments, leveraging data-driven insights to enhance service levels and streamline processes.

Throughout my career, I have collaborated cross-functionally with marketing, sales, and product teams to align customer support with business objectives. My leadership has not only improved team performance but also contributed significantly to revenue generation, with initiatives resulting in over $500K in new revenue. I am passionate about mentoring and developing talent, ensuring that my teams are equipped to deliver outstanding customer experiences.