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

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.

• 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.

• 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.

• 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 live streams, 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.

• 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.

• 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.

• 5+ years of experience leading Customer Experience, Customer Support, Customer Success, or Customer Operations teams.
• Experience building and improving customer-facing processes…