Customer Experience Manager

About us

CRUSHS makes protein ice cream mix for the Ninja Creami that people actually finish the pint of. We went from zero to eight figures with basically four people, and right now the founder personally answers support emails - sometimes at 11 PM, mid-Creami. Your job is to take that away from him and do it better.

You'll be our first-ever customer experience hire. No playbook, no macros, no ticket queue with a 47-step escalation matrix. You get an inbox full of real humans who love this product, and you decide what world-class looks like.

What you'll own

• The inbox, all of it - email, chat, social DMs, Amazon messages. Order issues, shipping questions, refunds. Fast, human answers.
• Our subscribers - billing, swaps, skips. Founding members are basically family; make them feel smart for getting in early.
• The playbook - every answer you give twice becomes a doc. In 90 days, 'how CRUSHS does support' exists because you built it.
• Surprise and delight - we'd rather you spend ten extra minutes making a customer's day than hit a response-time metric.
• The feedback loop - you'll hear what customers want before anyone else. You report it weekly, directly to the founder. He will act on it.

Who thrives here

• You answer messages fast because leaving people hanging physically bothers you - not because anyone's watching.
• Nobody has ever had to follow up with you twice.
• You write like a human - warm, clear, a little funny when it fits. No canned scripts.
• You want to help build a brand, not clock into an office job. No task-logging, no micromanagement - and no hiding.
• You own a Mac (weirdly non-negotiable - long story).

No support experience required. New grads and career-switchers welcome - we hire personality and hustle over resumes, every time. Experience with Shopify, Gorgias, or a strong opinion about ice cream are bonuses, not the bar.

What we are NOT hiring for

Tickets closed per hour. Average handle time. Anything with the word 'throughput.' We measure two things: customers end conversations happier than they started, and the founder never touches the support inbox again.