Open to remote CX leadership roles

Ciara Mosley

Head of Customer Experience · CX Operations, AI Enablement & Retention

8+ years building and scaling support operations across connected fitness, AI-powered products, and B2B and B2C environments. Built AI support agents on Zendesk that lifted automated resolution from 32% to 65%, and led teams of 50+ at Peloton.

Email Ciara Résumé (PDF) LinkedIn (opens in a new tab)
  • Dallas–Fort Worth, TX area · Remote
  • CCXP certified
  • Claude & ChatGPT daily

About

Operational rigor, hands-on execution.

Customer Experience leader with 8+ years building and scaling support operations across connected fitness, AI-powered products, and B2B and B2C environments in SaaS / tech.

At OxeFit, Ciara owned end-to-end CX for three product experiences (XS1, XP1, and OxeAI) and built AI support agents on Zendesk that lifted automated resolution from 32% to 65%. At Peloton, she managed 10 technical support agents as Team Lead, then led teams of 50+ associates and specialists as Senior Supervisor, Operational Excellence.

She has managed team leads, supervisors/managers, and outsourced BPO teams, including a 50-person outsourced BPO support team for two years, across phone, email, chat, and social. She builds multi-tier teams, standardizes customer journeys, resolves executive-level escalations and disputes, and turns customer signal into product and process change.

Today she is Co-Founder & COO of TK Hub LLC, an app studio, and uses Claude and ChatGPT daily for research, documentation, and product work.

A former manager describes Ciara as very diligent, hard-working, and a top performer.
Focus
CX strategy & operations, support automation & AI enablement, retention
Channels
Phone, email, chat & social
Metrics
Tracks CSAT, QA, NPS, FCR & AHT
Team scope
Team leads, supervisors/managers & outsourced BPO teams (incl. a 50-person BPO team for two years)
Financial
Resource allocation, operating-cost improvements, vendor coordination, and payment/refund/dispute workflows with Finance
Platforms
Zendesk (incl. AI agents), Salesforce, Gorgias, SendGrid
Industry
SaaS / Tech / Software

Career highlights

Results on record

Every number below comes straight from her résumé.

$35M+

annual revenue growth generated, while reducing operating expenses by $150K+

65%

automated resolution with AI support agents on Zendesk, up from 32% (OxeFit)

50+

associates & specialists led at Peloton, with a 50% team promotion rate

4.8

monthly CSAT sustained across high-volume B2C support operations

F → A

OxeFit BBB rating, through the reputation strategy she led

−35%

recurring escalations via root cause analysis with Product, Engineering & CS

−10%

support ticket volume from self-service resources (FAQ libraries, video tutorials)

95%

SLA adherence on ~2,000 technical inquiries per month as senior escalation point

Experience

Career timeline

  1. Co-Founder & Chief Operating Officer

    TK Hub LLC ↗· Remote
    May 2026 – Present

    App studio that builds and ships consumer and business apps (including Curb, Booked, and Zilt) on the App Store and Google Play.

    • Coordinates day-to-day operations and app-development priorities; reviews product design and user experience, tracks development progress, and assesses launch readiness.
    • Responds to support inquiries, troubleshoots reported issues, documents and prioritizes bugs, and helps coordinate and verify fixes.
    • Uses AI (Claude and ChatGPT) daily for research, documentation, and app-development work, such as reviewing the Curb app's UX and launch readiness and turning findings into clear priorities.

  2. Customer Experience Manager

    OxeFit · Plano, TX
    Jun 2025 – Sep 2026

    Owned end-to-end CX for three connected-fitness and AI product experiences (XS1, XP1, OxeAI): technical support, memberships, service and delivery, escalations, customer education, and the full post-purchase journey.

    • Designed, built, and optimized AI support agents on Zendesk that raised automated resolution from 32% to 65%.
    • Led a five-person support team across Tier 1, Tier 2, and commercial support: performance standards, escalation paths, SOPs, hiring, onboarding, and coaching.
    • Launched the OxeFit Help Center from the ground up as primary technical writer and customer education lead.
    • Standardized 10+ critical customer journeys, including dedicated VIP and investor paths.
    • Led reputation strategy that took OxeFit's BBB rating from F to A; resolved executive-level escalations on multi-thousand-dollar purchases and disputes.
    • Managed subscription, payment, refund, and dispute workflows across 7 commerce and payment platforms in partnership with Finance.

  3. Senior Supervisor, Operational Excellence

    Peloton Interactive · Plano, TX
    Nov 2021 – Jun 2025
    • Led and mentored cross-functional teams of up to 50+ associates and specialists across B2B and B2C channels.
    • Increased CSAT 95% through targeted coaching, predictive analytics, and team management best practices.
    • Reduced vendor dispute errors 30% and customer complaints 15%; cut recurring escalations 35%.
    • Improved dispute resolution efficiency 40% through workflow redesign and automated triage systems.
    • Improved agent and leader proficiency on Peloton support tickets 30% through large-scale process improvement programs.
    • Generated $50K in annual savings by optimizing resource allocation and establishing clear KPIs; decreased fraud cases 20% with a new risk management program; achieved a 30% delivery save rate.

  4. Hardware & Software Team Lead

    Peloton Interactive · Plano, TX
    Oct 2019 – Nov 2021
    • Senior escalation point for an average of 2,000 technical inquiries per month, maintaining 95% SLA adherence with real-time monitoring tools and agile methods.
    • Managed a team of 10 technical support agents, aligning operational strategy with rapid company growth.
    • Reduced Tier 3 escalation rates 30% with troubleshooting workflows built with product managers; cut new-hire ramp-up time 20%.

  5. Outsourced BPO Leadership

    Across her support leadership roles
    2 years
    • Managed a 50-person outsourced BPO support team for two years, alongside team leads and supervisors/managers.

Selected work

Case studies

Built only from her résumé: the challenge, what she did, and the result on record.

01

OxeFit · AI Enablement

AI support agent rollout on Zendesk

Challenge
Support for three connected-fitness and AI products relied heavily on agent-assisted help.
What she did
Designed, built, and optimized AI support agents on Zendesk, backed by a Help Center she launched from scratch: information architecture, content standards, help articles, troubleshooting guides, and release notes.
Automated resolution 32% → 65%, more than doubling the automation rate
02

Peloton · Team Scaling

From 10 agents to teams of 50+

Challenge
Rapid company growth demanded scalable support across B2B and B2C channels.
What she did
Grew from Team Lead of 10 technical agents to Senior Supervisor leading 50+ associates and specialists; built training programs, tailored development plans, and clear KPIs.
50% team promotion rate · −20% new-hire ramp-up time · CSAT +95%
03

OxeFit · Service Recovery

Reputation turnaround: BBB F → A

Challenge
High-value purchases, disputes, and service failures were damaging trust.
What she did
Resolved executive-level escalations balancing financial risk and retention, standardized 10+ critical journeys, and led the XS1 Self-Service Repair program.
BBB rating improved from F to A
04

Peloton · Operational Excellence

Disputes, escalations & fraud

Challenge
Recurring escalations, vendor disputes, and fraud added cost and friction.
What she did
Ran root cause analysis with Product, Engineering, and Customer Success; redesigned workflows with automated triage; launched a risk and fraud prevention program.
−35% escalations · +40% dispute efficiency · −20% fraud · $50K annual savings
05

TK Hub LLC · Operations

Launch readiness as Co-Founder & COO

Context
App studio shipping apps such as Curb, Booked, and Zilt on the App Store and Google Play.
What she does
Runs day-to-day operations and priorities, reviews UX, handles support and bug triage, and uses Claude and ChatGPT daily, e.g., reviewing the Curb app's UX and launch readiness.
Operations, support & launch readiness for a multi-app studio

Co-Founder & COO · TK Hub LLC

TK Hub apps

TK Hub LLC is an app studio shipping consumer and business apps on the App Store and Google Play. As Co-Founder & COO since May 2026, Ciara co-leads the portfolio below: day-to-day operations and priorities, product design and UX review, launch readiness, and customer support and bug triage.

TK Hub logo

TK Hub LLC
Ciara's role: operations, UX review, launch readiness, support & bug triage.

Visit tkhub.app (opens in a new tab)

Skills & tools

What she brings

CX Leadership

  • CX strategy & operations
  • Managing team leads, supervisors & managers
  • Outsourced BPO management
  • Multi-tier team leadership
  • Customer retention & loyalty
  • Operational excellence

Automation & AI

  • AI support agents (Zendesk)
  • Claude & ChatGPT (daily)
  • Self-service & knowledge base
  • Technical writing
  • Process design & SOPs
  • Automated triage

Operations

  • Phone, email, chat & social
  • CSAT, QA, NPS, FCR & AHT
  • Escalation & service recovery
  • Dispute & chargeback management
  • Resource allocation & cost improvement
  • Vendor coordination

Platforms

  • Zendesk
  • Salesforce
  • Gorgias
  • SendGrid (HTML email)
  • Shopify
  • Affirm
  • PayPal
  • QuickBooks
  • Apple
  • Amazon
  • TrueMed

Education

B.A., Interdisciplinary Design and Psychology
University of North Texas

Certifications

  • CCXP · Certified Customer Experience Professional
  • Google Project Management
  • Google IT Support Professional
  • Certified Dangerous Goods Professional (CDGP)

Contact

Let's talk CX leadership.

Ciara is open to remote customer experience leadership roles. Based in the Dallas–Fort Worth, TX area.

wolfxchii@gmail.com linkedin.com/in/ciaramosley (opens in a new tab) Download résumé (PDF)