CX Manager

We're building the CX organization from the ground up, and this is one of the most important hires we'll make. The CX Operations Manager is the day-to-day engine of our customer experience team — the person who ensures our agents are showing up, performing, growing, and staying.

Requirements

• 4+ years managing a customer-facing team, preferably in a digitally-native or DTC environment
• Proven track record of improving agent performance through coaching, not just policy enforcement
• Experience managing multi-site or multi-vendor CX operations
• Comfort with helpdesk and telephony platforms — Gorgias and Aircall experience a strong plus
• Strong data instincts: you track what matters and use it to make decisions and make your case
• High standards and high empathy — you hold the line without losing the human
• Excellent written and verbal communication; you can give direct feedback without burning trust
• Customer obsession and passion for the brand. This is a mission-focused company, and you need to be its biggest cheerleader

Benefits

• Healthcare coverage that includes medical, dental, and vision plans
• Health Savings Account eligibility
• Short-term disability plan available after the 30-day waiting period
• Free 24/7 access to TextCare for medical support
• Retirement plan with employer match, available after six months for employees age 21 or older
• Paid parental leave
• Paid time off, accrued bi-weekly