Customer Experience Manager

Customer Experience Manager

Location:
Remote (United States), Hybrid (Florence, KY or Costa Mesa, CA)

Employment Type:
Full-Time, Exempt

Reports To:
VP, Corporate Operations

About the Role

We're looking for a Customer Experience Manager to lead and continuously improve the end-to-end customer experience across our products and services. This role combines customer support leadership, operational excellence, and customer advocacy to ensure every interaction strengthens trust in our brand.

You'll oversee daily customer support operations while partnering closely with Product, Engineering, Marketing, Operations, Finance, and Trust & Safety to improve processes, resolve customer pain points, and elevate the overall customer journey.

As our customer community grows, this role also offers the opportunity to become a public-facing voice of Customer Experience. You'll help educate customers, represent their feedback internally, and communicate product improvements through live events, webinars, videos, and other customer-facing initiatives. We believe the strongest customer advocates are people who genuinely understand, use, and believe in the products they support.

Key ResponsibilitiesCustomer Experience Leadership

• Own the day-to-day customer experience across all support channels.
• Champion the voice of the customer across the organization.
• Identify friction points and drive continuous improvements throughout the customer journey.
• Partner cross-functionally to improve customer satisfaction, retention, and loyalty.

Customer Support Operations

• Lead daily customer support operations and ensure service levels are consistently met.
• Coach and develop support team members while promoting a culture of accountability, empathy, and continuous improvement.
• Monitor customer satisfaction, response times, resolution times, backlog health, quality metrics, and customer sentiment.
• Build scalable processes, documentation, training programs, and quality standards.
• Oversee queue management, workforce coordination, and support execution across customer channels.

Customer Advocacy, Communications & Brand Representation

• Serve as a trusted ambassador for the customer experience and champion the voice of the customer throughout the organization.
• Help educate customers through webinars, live sessions, product launches, tutorials, FAQs, help center content, and other customer-facing communications.
• Clearly communicate product updates, policies, and best practices in a way that is authentic, approachable, and easy to understand.
• Translate customer feedback into actionable insights that improve products, services, and operational processes.
• Build trust with customers by communicating with empathy, transparency, and professionalism across written, virtual, and live interactions.
• As the company grows, represent the Customer Experience organization in customer-facing initiatives, including livestreams, educational videos, creator events, community engagement, and product launches.
• Participate in media and presentation coaching to confidently represent the company while maintaining a customer-first perspective and consistent brand voice.

Cross-Functional Partnership

• Partner with Product, Engineering, Operations, Finance, Marketing, and Trust & Safety to improve the customer experience.
• Validate customer issues, communicate trends, and help prioritize improvements.
• Coordinate complex customer escalations and ensure timely resolution.
• Collaborate with cross-functional teams to ensure customer feedback is incorporated into product and operational decisions.

Systems & Continuous Improvement

• Oversee the customer support platform, workflows, automations, reporting, knowledge management, and AI-enabled support tools.
• Leverage automation and technology to improve operational efficiency and customer satisfaction.
• Build SOPs, playbooks, and knowledge resources that enable the team to scale.
• Use operational data to identify opportunities for continuous improvement and service excellence.

Must-Haves

• 5+ years of experience leading Customer Experience, Customer Support, Customer Success, or Customer Operations teams.
• Experience building and improving customer-facing processes in a fast-paced environment.
• Strong operational mindset with the ability to prioritize multiple initiatives and execute effectively.
• Experience managing customer support platforms such as Zoho, Zendesk, Salesforce, Freshdesk, or similar.
• Strong understanding of customer support KPIs, service levels, and operational reporting.
• Excellent written, verbal, interpersonal, and presentation skills.
• Strong executive presence with the ability to communicate confidently, authentically, and professionally.
• Exceptional emotional intelligence, empathy, and active listening skills.
• Comfortable presenting to customers, participating in webinars, creating educational content, speaking on camera, or excited to grow into those opportunities.
• Ability to translate complex topics into simple, engaging, customer-friendly messaging.
• Experience partnering cross-functionally with Product, Engineering, Operations, Finance, Marketing, and other business functions.
• Strong analytical skills with experience using customer data and insights to drive business decisions.
• Proven ability to coach, mentor, and develop high-performing teams.

Nice to Have

• Experience supporting e-commerce, marketplaces, creator platforms, SaaS, or consumer technology businesses.
• Experience with AI-powered support tools and workflow automation.
• Experience creating customer education content, hosting webinars, livestreams, podcasts, or video content.
• Experience with online communities, social engagement, or brand advocacy.
• Familiarity with print-on-demand or creator economy businesses.
• Bilingual (English/Spanish) is a plus.

What Success Looks Like

• Customers consistently receive exceptional, thoughtful, and timely support.
• Customer feedback directly influences product and operational improvements.
• Customer support operates efficiently while maintaining high service quality.
• Cross-functional teams work together to improve the end-to-end customer journey.
• Operational improvements are driven by customer insights, data, and continuous optimization.
• Customers recognize the Customer Experience team as knowledgeable, authentic, and genuinely invested in their success.
• Over time, the Customer Experience Manager becomes a trusted and recognizable voice of Customer Experience—helping educate customers, build confidence in the brand, and demonstrate how customer feedback directly shapes the future of our products and services.

Why Join Us?

This is an opportunity to help shape the future of Customer Experience within a growing company. You'll work directly with the VP of Corporate Operations to build scalable programs, influence company strategy through the voice of the customer, and create experiences that customers genuinely value.

As our business continues to evolve, you'll have the opportunity to grow beyond traditional support leadership—helping define how Customer Experience is represented both inside the organization and externally through customer education, community engagement, and brand advocacy.