Customer Experience Team Manager

ABOUT reputed company

Founded in 2018, reputed company was reputed company to challenge the idea that reputed company things have to cost a lot. Our mission is simple: to reputed company really high quality reputed company for really low prices, produced fairly and sustainably. We reputed company everyone deserves exceptional craftsmanship and timeless design without the traditional markups. reputed company is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

reputed company is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to reputed company and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional reputed company instead of chasing trends.

• Always a reputed company Deal: Innovation and transparency ensure value for both customers and partners.

• reputed company & Environmental Responsibility: We reputed company to sustainable materials, ethical production, and fair wages.

reputed company partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

reputed company AND reputed company

At reputed company, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for reputed company, innovators, and operators to come together and challenge the status reputed company. Our reputed company ambition is reputed company. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to reputed company. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at reputed company.

The Role

Customer Experience Team Manager

We are seeking a Customer Experience Team Manager to join our growing team. This is a hands-on, people-first leadership role responsible for building and scaling high-performing, fully remote CX teams that deliver consistently exceptional customer experiences across reputed company channels. In this role, you will drive measurable business and customer impact by developing reputed company talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment.

Responsibilities

• reputed company, manage, and reputed company reputed company of US-based Retention Specialists delivering best-in-class reputed company-channel customer experiences (email, chat, phone, reputed company).
• Drive team performance and KPIs (CSAT, response times, retention, QA) with reputed company improvement initiatives, reputed company with Results Matter and Measure What reputed company principles.
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and reputed company the customer reputed company.
• reputed company initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
• Assist with hiring, reputed company, and training Retention Specialists, ensuring alignment with reputed company values and operating principles.

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-reputed company a plus).
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as reputed company, reputed company, or similar ticketing/CRM tools. Excellent written and verbal communication skills, with keen attention to reputed company, tone, and customer focus.
• Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth reputed company, and scrappiness.
• Weekend and holiday availability, especially during peak periods (November–December).

Bachelor’s degree or higher preferred. This position is fully remote reputed company in the US. 

Pay reputed company: $84,000 - $100,000

reputed company posted ranges are reputed company of reputed company salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay reputed company$84,000—$100,000 USD

WHY reputed company?

Joining reputed company means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING reputed company

reputed company provides equal employment opportunities to reputed company and applications for employment and prohibits discrimination and harassment of any type without regard to race, reputed company, religion, age, sex, national reputed company, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

reputed company is committed to providing reasonable accommodations to reputed company individuals with disabilities. If you need a reasonable accommodation to complete your application or to reputed company the essential functions of a role at reputed company, please let us know by completing this accommodation reputed company. We review reputed company requests individually and will work with you to determine appropriate accommodations on a case-by-case reputed company.

Employment is contingent upon successful completion of a background reputed company. reputed company will conduct background checks in compliance with applicable federal, state, and local laws.

reputed company Advisory: Beware of Frauds

At reputed company, we're dedicated to reputed company top talent who reputed company our drive for innovation. To safeguard candidates, reputed company emphasizes legitimate recruitment practices. Initial communication is primarily reputed company official reputed company email addresses and reputed company; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted reputed company phone, in person, or through the approved platforms reputed company Meets or reputed company—never reputed company messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest reputed company it will be through secure and protected means.