Customer Experience Manager

Job Title:

Customer Experience Manager

Round Rock, Texas

Customer Experience

Chief Growth Officer

The Customer Experience Manager is responsible for overseeing the daily operations of the Customer Experience (CX) team. Fully trained across all department responsibilities, this person is a subject matter expert on every task and responsibility within the CX function. They are a top advocate for the BPN customer and lead the team to deliver a best-in-class experience at every touchpoint.

• Implement team policies and procedures for effective, efficient operation of the CX team
• Maintain proficiency in product knowledge and all databases/technology used across the team, providing troubleshooting support as needed
• Monitor data and reporting to track customer satisfaction, identify trends, and develop solutions, surfacing operational improvement opportunities and funneling key insights and recommendations to leadership on a consistent weekly cadence
• Maintain and train BPN's AI customer service agent, ensuring responses stay accurate, on-brand, and aligned with current policies and product knowledge
• Create and maintain training materials and resources for the team
• Own and maintain the training process for new hires (FTE, PTE, BPO), including on-the-job training for all team members
• Serve as the final point of escalation for complex or sensitive customer issues
• Manage performance standards for the CX team's daily workflow, providing ongoing feedback through bi-weekly/monthly meetings, skip-level check-ins, and annual reviews
• Support brand protection by reviewing and actioning flagged fraudulent activity and responding to chargebacks
• Stay up-to-date on BPN product offerings and promotions to effectively inform and prepare the team
• Collaborate with team members to enhance customer service processes and elevate the overall customer experience
• Be an active member of a growing brand and dedicated to its success

• Communication
  
  Skills:
  
  Strong verbal and written communication skills, with the ability to translate data and feedback into clear guidance for the team and leadership
• Leadership
  
  Skills:
  
  Proven ability to train, coach, and develop a multi-tier team, with a hands-on, low-ego leadership style
• Customer Advocacy:
  Deep empathy for the customer, paired with sound judgment on how to balance customer advocacy with business needs
• Problem-Solving:
  Ability to identify trends in customer data and develop practical solutions
• Technical
  
  Skills:
  
  Proficiency in CX platforms (e.g., Gorgias, Zendesk, or similar), e-commerce/CRM tools, and AI-powered support agents
• Time Management:
  Ability to manage multiple priorities and reporting cadences, from daily team support to weekly performance reporting
• Adaptability:
  Ability to adapt training, policies, and processes as products, tools, and brand and customer needs evolve
• Teamwork:
  Ability to collaborate across CX and adjacent departments to keep processes and information aligned

• 2-4 years of previous customer support required
• Previous management experience (1-3 years) or tenured status within the department required preferred
• Demonstrated experience managing a multi-tier support team
• Experience building or refining training programs and materials
• Strong analytical skills and metric reporting
• Self-starting, creative problem-solver, and knowledge-seeker

BPN was founded in 2012 by US Army veteran Nick Bare on a simple belief: that people deserve nutrition products they can actually trust. Over a decade later, we’re one of the fastest-growing DTC brands in the performance nutrition space, with a community built around our motto, Go One More. Headquartered just north of Austin, we’re a high-conviction team that doesn’t do things halfway.

If you’re the kind of person who shows up early, operates with integrity, and wants to build something that actually matters to the people it serves, you’ll fit right in.

• Medical, dental, and vision coverage
• 401(k) with employer match
• Paid parental leave
• Flexible PTO policy
• Free lunch, drinks, and snacks in the office
• Full access to our private onsite gym
• Generous…