Head of Customer Experience

Arrae is a fast-growing wellness brand specializing in 100% natural supplements designed to help with everyday health concerns.

We are looking for a customer-obsessed, operationally sharp Head of Customer Experience to lead and elevate the CX function s role is equal parts people leader, systems thinker, and brand steward, responsible for delivering a best-in-class post-purchase experience that builds loyalty, reduces churn, and directly supports our retention and growth goals.

You’ve built and scaled CX teams inside a DTC or subscription-based brand, you understand the full customer lifecycle, and you know how CX connects to retention, product, and ecommerce. You’re comfortable in a fast-paced, lean environment, highly proficient with modern CX tooling, and you lead with both empathy and accountability. The right candidate sees every customer interaction as data, every friction point as an opportunity, and every team member as a reflection of the brand.

• Lead and develop the CX team, including direct reports and agency partners, fostering a high-performance and brand-aligned culture
• Set clear performance expectations, run structured 1:1s, and build development paths for team members
• Own headcount planning and escalation protocols across all support channels

• Define and continuously improve the end-to-end customer experience from first purchase through repeat and subscription
• Build and maintain a proactive CX strategy, not just reactive ticket resolution, that anticipates customer needs and reduces friction upstream
• Partner with ecommerce, retention, and product teams to surface CX insights that inform site, email, and product decisions

• Own Gorgias configuration, tagging taxonomy, macro library, and reporting infrastructure
• Leverage AI tooling to improve response quality, deflection rates, and team efficiency without sacrificing brand voice
• Support evaluation and management post‑purchase platforms including package protection (Route, Corso, etc.) and returns/exchanges solutions (Loop, Happy Returns, etc.), understanding how these tools affect the customer experience and business operations end-to-end
• Monitor and own key CX metrics: CSAT, first response time, resolution time, ticket volume trends, and repeat contact rate

• Act as the CX lead on all subscription-related touchpoints including cancellations, pauses, failed payments, and reactivations, in close partnership with the retention team
• Identify churn signals surfaced through CX and escalate patterns with recommended solutions
• Support subscriber save flows and participate in retention strategy conversations

• Serve as the voice of the customer in cross‑functional meetings, bringing data and qualitative insight to ecommerce, growth, and product discussions
• Partner with operations on order issues, shipping, and fulfillment escalations
• Collaborate with email and retention on post‑purchase flows, transactional communications, and CX‑informed segmentation

• 3‑5+ years of CX experience, with experience in a leadership role managing a team
• Experience at a DTC brand, ideally in wellness, supplements, beauty, or a subscription‑first business
• Deep proficiency with Gorgias and a strong understanding of helpdesk architecture, automation, and reporting
• Hands‑on experience with subscription platforms (Recharge, Stay, or similar) and an understanding of subscriber lifecycle touchpoints
• Experience managing or evaluating post‑purchase platforms including package protection and returns/exchanges solutions, with an understanding of how these tools affect the customer experience end‑to‑end
• Strong analytical mindset, comfortable pulling CX data, identifying trends, and presenting findings to leadership
• Proven track record of building scalable processes and playbooks without losing the human touch
• Excellent written communication skills with the ability to maintain brand voice across all customer‑facing content

• Experience implementing or managing AI tools within a CX workflow (response…