Manager Customer Experience

Skills

About the Role

You will lead and scale a team of CX Specialists into a 24/7 global operation. You will hire, coach, and equip specialists; establish coverage models, SLAs, QA, escalation paths, and performance metrics; and use dashboards and light SQL to identify improvements. You will guide the support AI and tooling roadmap, partner with engineers to resolve recurring issues, and represent customer needs to leadership.

Requirements

• 3+ years of experience in customer support, customer experience, customer success, or a similar customer-facing role
• 1–2+ years of team management experience
• Experience building or scaling a support function
• Comfort using dashboards, support tooling, SQL, AI tools, or a help center CMS
• Experience with AI and automation for support, including LLM agents, deflection, or internal tooling
• Experience building SLAs, shift and coverage models, QA frameworks, and support metrics
• Excellent written and verbal communication
• Strong prioritization, time management, and attention to detail

Responsibilities

• Build and scale a 24/7 global CX Specialist operation
• Hire, coach, and set standards for CX Specialists
• Design shift and coverage models
• Identify ticket patterns and partner with engineers to resolve recurring issues
• Own the AI, automation, and self-service tooling roadmap for support
• Establish SLAs, staffing models, QA processes, escalation paths, and support metrics
• Use dashboards and light SQL to make staffing, tooling, and product decisions
• Surface product gaps and adoption signals to leadership
• Maintain high standards for customer interactions and hiring

Benefits

• Equity
• Unlimited PTO
• Health, vision, and dental coverage
• 401k match
• Equinox membership
• MacBook Pro, display, and accessories