This week, I sat down with Nichelle Mesa, CX Manager at Girlfriend Collective, to talk about what it really looks like to build a small but powerful customer experience team that’s got more heart than headcount.

We cover what makes Girlfriend’s CX team so effective (spoiler: it’s not macros or AI), why empathy still matters, and how being in the queue isn’t a sign of bad leadership — it’s a flex. Nichelle shares how she approaches feedback loops, retention strategy, and yes, the iconic customer who once wrote, “I love you. I’m drunk. Bye.” CX gold.

If you’re leading a team, trying to level-up your retention, or figuring out how actually to make customer support feel human again, this episode’s got plenty to pull from.

🎧 Listen now to learn why small teams slay, how to build loyalty that sticks, and why your CX squad might be the secret sauce to your brand’s longevity.

📲 Follow Nichelle:

Instagram: @butwithan.n

LinkedIn: linkedin.com/in/nnmesa/

📲 Follow Girlfriend Collective

Instagram: @girlfriend

Website: girlfriend.com

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Connect with Jess on:

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