Customer Experience Manager

What is Cirkul? 

Cirkul is a rapidly growing company on a mission to transform how beverages are developed, distributed, and enjoyed. It’s a new way to hydrate—so much so that 96% of customers say they drink more water with Cirkul!* With over 150 flavor options available without sugar or calories, Cirkul provides customers with a fully customizable, reusable water bottle and cartridge system. Since 2018, millions have dropped sugary soda and energy drinks, and turned up their plain boring water with Cirkul! A full range of products is available at DrinkCirkul.com, and Cirkul is also sold by Amazon, Costco, Walmart, Kroger, and grocery stores nationwide. 

*Based on a survey conducted with 3,258 Cirkul Customers

What is this role? 

We’re looking for a passionate and results-driven Customer Experience Manager to lead our amazing team of agents, leads, and supervisors who support customers via chat, email, and phone. You’ll play a key role in shaping the customer journey and ensuring we deliver exceptional support at every touchpoint.

This person is a people-first leader who thrives in fast-paced environments, is highly data-driven, and isn’t afraid to roll up their sleeves. You’ll manage daily operations, coach and develop your team, and help scale our support function as we continue to grow.

What does an average day look like? 

Driving Results

• Ensure your team has a clear understanding of set goals and KPIs, and hold them accountable to high standards. 
• Analyze team performance metrics and customer feedback to identify trends, opportunities, and areas for improvement.
• Champion a continuous improvement mindset across the team.

Taking Ownership

• Own the customer experience across all support channels (chat, email, phone) — ensuring customers feel heard, helped, and delighted.
• Oversee workforce management, making data-informed forecasting and scheduling recommendations to optimize coverage and efficiency.
• Manage escalations and critical incidents with urgency and empathy.

Making Decisions

• Use data to drive business decisions, streamline processes, and improve resolution times and CSAT.
• Identify and implement tools and technologies to improve team workflows and customer experience.

Cultivating Relationships

• Partner with cross-functional teams, including Marketing, Product, Operations, and Fulfillment, to advocate for the customer and influence change within the Customer Experience team. 
• Collaborate closely with CX leadership to align strategies and scale best practices.
• Work closely with agents to educate, train, and encourage high performance and growth. 

Instilling Trust

• Foster a team culture of accountability, transparency, and mutual respect.
• Develop and mentor leads and supervisors to become future leaders in the organization.

Customer Focus

• Be a voice for the customer inside the organization.
• Maintain a deep understanding of our products, services, and policies to empower your team to deliver best-in-class support.
  
  

What background should you have? 

• 5+ years of experience in a customer experience leadership role, preferably in a high-growth DTC or eCommerce environment.
• Proven experience managing large teams, including supervisors and team leads
• Strong understanding of support tools and platforms (Gorgias, ShipStation, Salesforce, etc.)
• Excellent communication, coaching, and conflict resolution skills.
• Analytical mindset with experience using data to drive performance and strategic decisions.
• Empathetic leader who thrives in a collaborative, fast-paced setting.
• Bachelor's degree or equivalent work experience.

What do we offer? 

• Competitive salary based on experience and market 
• Generous benefits, 401k match, and PTO (even insurance for your fur babies!)
• Employee discounts on Cirkul products 
• New corporate office space with great amenities 
• Opportunity to work with a best in class team, in a hyper growth company, taking over the hydration industry
• A culture that rewards results 

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Please note: At this time, we will not provide sponsorship for employment visas. Candidates must be authorized to work in the United States without current or future sponsorship.

Cirkul, Inc. is an Equal Opportunity Employer.