Customer Experience Manager

Customer Experience (CX) Manager

One of the values at Apt Deco is “We understand and appreciate the customer experience.” This value encourages us to learn from our customers, engage with them, put ourselves in their shoes, and value their opinions. The Customer Experience (CX) Team is an essential part of bringing this value to life.

The Customer Experience (CX) Manager is responsible for leading and scaling the customer support operation s role oversees CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience every time they buy or sell furniture with Apt Deco.

• A strong communicator and people leader.
• Customer-focused, empathetic, and solutions-oriented.
• Analytical and comfortable using data to improve performance.
• Organized, adaptable, and able to thrive in a fast-paced startup environment.
• Passionate about coaching, team development, and operational excellence.

• 5+ years of experience in customer support, customer experience, or operations management.
• Experience managing customer-facing teams, including outsourced support vendors.
• Strong written, verbal, organizational, and analytical skills.
• Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations.
• Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience.
• A data-driven mindset with the ability to identify trends and turn insights into action.
• Ability to manage complex escalations and improve operational processes.
• Familiarity with G Suite and startup environments preferred.

• Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams.
• Lead hiring efforts for additional CX Associates and CX team members as business needs grow.
• Assist with onboarding, training, coaching, and performance management.
• Foster a strong customer-first culture aligned with Apt Deco values.
• Leverage AI tools to automate and simplify CX workflows.

• Manage third-party support partner performance and SLA adherence.
• Serve as the point of contact for complex customer escalations and sensitive issues.
• Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations.

• Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends.
• Create recurring and ad hoc operational reports.
• Identify opportunities to improve workflows, processes, and customer satisfaction

• Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience.
• Communicate customer feedback, operational insights, and process improvement opportunities.

• Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.