Customer Experience Manager

The
Customer Experience Manager
owns the end-to-end customer support operation for a high-value, technical, assembly-driven consumer product business. This role requires deep experience supporting complex products where accuracy, structured troubleshooting, and confident customer guidance are critical. You will manage CX agents, handle complex escalations, build and maintain CX systems and processes, and ensure fast, precise support across email, chat, and phone.

This is a foundational operations role responsible for defining service quality, creating scalable support systems, and shaping the overall customer experience as the business grows into new product lines and higher support volume.

Key Responsibilities

Team Leadership

• Lead and manage customer support agents across all channels
• Provide coaching, QA reviews, performance feedback, and regular 1:1s
• Ensure adherence to tone, SLAs, SOPs, and quality standards
• Manag...