Job Description

Position Title: Customer Experience Manager

Location: San Diego, CA (Hybrid – 3 days/week in office)

Duration: Full-time, Direct Hire

Reports To: Director of Operations

Manages: Customer Experience Team

Join Us to Elevate the Customer Journey

Are you passionate about delivering exceptional service and building world-class teams? Do you thrive at the intersection of people, technology, and innovation? We’re looking for a strategic, driven, and empathetic Customer Experience Manager to lead our growing CX team and help redefine how we connect with our customers.

As the voice of our brand and the champion of our customers, you’ll own the end-to-end experience—from day-to-day support to big-picture innovation. You’ll collaborate cross-functionally with eCommerce, Marketing, Merchandising, and Operations to create seamless, delightful customer interactions that fuel loyalty and growth.

What You’ll Do

Lead and Inspire a High-Performing CX Team

• Hire, train, and mentor a team of agents who embody our brand and values.
• Create a culture of empathy, accountability, and continuous improvement.
• Ensure every customer touchpoint feels human, helpful, and on-brand.

Drive Strategy & Operational Excellence

• Define the CX vision and execute roadmaps to elevate service delivery.
• Optimize processes through automation and tech (Zendesk, Gorgias, Shopify).
• Monitor day-to-day operations, support high-priority tickets, and oversee phone/chat/social media support.

Analyze & Act on Customer Insights

• Use data to uncover pain points and implement solutions across the customer journey.
• Report on weekly KPIs, set goals, and continuously push the needle forward.
• Turn feedback into actionable insights for product, marketing, and merchandising teams.

Champion Innovation & Big-Picture Thinking

• Reimagine the way we deliver support—constantly evolving with customer needs.
• Collaborate across departments to proactively solve issues before they arise.
• Challenge the status quo and bring bold ideas to the table.

What You Bring to the Table

• 5+ years leading high-performing customer support or CX teams.
• Deep experience with Zendesk or Gorgias, and Shopify fluency.
• Strategic mindset with an entrepreneurial spirit—you see opportunities where others see obstacles.
• Proven ability to create scalable systems and processes that improve efficiency and delight customers.
• Strong analytical skills with experience tracking and reporting KPIs.
• A customer-first attitude that drives every decision you make.
• Exceptional communicator and natural problem-solver.
• Comfortable in a fast-paced, ever-evolving eCommerce environment.
• A desire to make a real impact—and have fun doing it.

Why You’ll Love Working Here

• You’ll shape the future of a fast-growing brand.
• Your ideas and leadership will be heard, valued, and implemented.
• You’ll work with a team that’s passionate, collaborative, and purpose-driven.
• You’ll get to innovate and challenge the norm—every single day.

Job Tags

Similar Jobs