Customer Experience Manager

The Customer Experience Manager is the operational backbone of the Customer Experience

department. You are the person who makes sure the team shows up, performs, and improves every

day. You will own the people, the vendor relationships, and the performance outcomes that matter

most to the business.

This role also sits at an important intersection: close enough to the customer to hear what's really

happening and integrated enough with internal teams to make sure those signals get to the right

people. Whether it's a product quality issue surfacing through support tickets, a shipping pattern

generating complaints, or a macro driving the wrong tone in save conversations, this person

catches it, synthesizes it, and makes sure it lands where it can be acted on.

The right candidate is organized, proactive, and comfortable working across functions. They don't

wait to be asked they build the reporting rhythms, the escalation paths, and the internal

relationships that make CX a strategic input rather than a reactive function

KEY RESPONSIBILITIES

People Management

• Serve as the day-to-day point of contact for Ka'Chava's customer support team - managing workflows, quality, capacity, and priorities
• Ensure the team is equipped with current macros, messaging guidance, product information, and escalation protocols; own the process of keeping that documentation current
• Conduct regular QA reviews of ticket handling, response quality, and macro adherence - identifying gaps and driving improvement through training or workflow updates
• Manage ticket volume forecasting and staffing alignment with the vendor, flagging capacity risks ahead of high-volume periods (launches, promotions, seasonality)
• Own the vendor relationship operationally - regular check-ins, performance reviews, and escalation of systemic issues to the Sr. Director

CS Metrics & Reporting

• Own weekly, monthly, and quarterly CS performance reporting - covering CSAT, first response time, resolution time, ticket volume by category, and cancel/save outcomes
• Maintain dashboards that give internal stakeholders clear visibility into CX health without needing to dig into the support platform themselves
• Track trends over time and surface meaningful shifts - not just what the numbers are, but what they mean and what's driving them
• Report into Sr. Director with a regular pulse on CS performance, with clear flags when metrics are trending in the wrong direction
• Act as the internal voice of the customer - synthesizing support ticket trends into clear, actionable summaries for relevant teams (Supply Chain, Product Marketing, Brand, Tech, etc.)
• Identify when customer-reported issues rise to the level of a broader business problem - product defects, fulfillment errors, site bugs, messaging misalignment and ensure they are escalated with appropriate urgency and documentation
• Build and maintain a clear escalation framework: what gets flagged, to whom, how fast, and in what format, so internal teams receive consistent, useful signal rather than noise
• Close the loop with internal stakeholders after scalations are resolved, confirming corrective actions have been taken and monitoring for recurrence
• Partner with CRM and Lifecycle teams to ensure customer complaints and cancellation reasons are feeding into retention strategy and macro development

CX Operations & Tooling

• Own the CX macro library - auditing existing macros for quality, tone, and retention-focus; flagging outdated or underperforming macros for revision; writing or coordinating new macros as needed
• Maintain SOPs for the outsourced team covering common scenarios, escalation paths, refund/reshipment policies, and save offer guidelines
• Partner with the CRM Technology team on CX tooling needs - ensuring the support platform (Zendesk) is integrated with Recharge and Klaviyo to give agents the subscriber context they need
• Identify operational inefficiencies and propose process improvements that reduce handle time, improve first-contact resolution, or improve save rates

QUALIFICATIONS

Required:

• 4+ years in customer experience, customer support operations, or a closely related role
• Experience managing people and coordinating with an outsourced or BPO support team
• Strong analytical skills - comfortable building reports, interpreting ticket data, and communicating trends to non-CX audiences
• Excellent written communication skills; able to write clear, on-brand macro copy and crisp internal escalation summaries
• Highly organized with a bias toward building systems, documentation, and repeatable processes
• Comfortable working cross-functionally - this role requires trust from Supply Chain, Marketing, Tech, and Finance, not just the CX team
• Competitive base salary commensurate with experience ($85,000 - $110,000)
• Annual performance bonus eligibility
• Comprehensive medical, dental, and vision coverage
• 401(k) with generous match
• PTO and remote-friendly work environment