Manager, Customer Experience

Who We Are

As one of the fastest-growing on-the-go drinkware companies in America, we’ve got a reputation for doing great things. Our vision is simple - bring delight to eating and drinking.

Delight is different to everyone. Whether it’s the perfect cup of coffee, or a water bottle that helps you crush your workout, our mission is to make it look great, function perfectly and cost less than you’d expect.

Delivering on this promise takes extraordinary efforts and exceptional people. Through our teams’ ingenuity and grit, we’ve created a place where the best ideas win, and they can come from anyone. Our culture combines the scrappy spirit of a startup with the perks of a market leader.

We believe the right way to design products starts and ends with two key ingredients: process + people. Process is the path that takes us from ideas to products that are on brand, on time and on budget. People are the secret sauce that adds ingenuity every step of the way. 

Together, we navigate each day with optimism, curiosity, a healthy sense of humor and a strong allergy to the word “no.” This desire for better, coupled with a deep understanding of consumers’ daily lives, gets us to meaningful delight.

About the Role

We’re looking for a Customer Experience Manager who thinks beyond support tickets. This role is all about helping shape our complete Direct to Consumer customer journey from the moment someone clicks “buy” all the way to post purchase support. You will lead our Customer Experience team and be responsible for helping define and implement the strategy to improve our Direct to Consumer experience for each of our brands and partner with cross functional leadership to strategize and implement a best in class Direct to Consumer experience.

What You’ll Do

• Oversee and contribute to day-to-day customer service ticket resolutions, including providing guidance on how to respond to questions forwarded by the team, researching key issues to inform responses, addressing edge cases related to policy, and fielding customer requested escalations for direct customer follow ups by phone and email.
• Help define and implement strategies to improve the direct-to-consumer experience across all brands, in close collaboration with leaders from UXDA, eCommerce, and Operations.
• Lead team training, develop performance metrics and dashboards, and document standard operating procedures.
• Continuously assess the full customer journey to identify and proactively resolve pain points before they impact the customer, ensuring a seamless and enjoyable shopping experience.
• Work closely with the Operations team to investigate and prevent common order issues such as incorrect items, shipping delays, and address errors, with a focus on long-term process improvement.
• Collaborate with eCommerce and Marketing to optimize product pages, improve the checkout experience, and set clear and accurate delivery expectations for customers.
• Develop and maintain a robust online help center, expand customer education resources, and implement automation tools (including AI solutions) to reduce contact rates and accelerate resolution times.
• Capture, analyze, and share customer feedback across teams—highlighting product issue trends, satisfaction scores, and net promoter feedback—to inform continuous improvement and strategic decisions.
• Uphold brand-aligned communication by ensuring all customer-facing interactions reflect each brand’s tone, voice, and values, while evolving policies to balance customer care with business priorities.

Who You Are

• 5+ years of experience in customer support, direct-to-consumer operations, or eCommerce support, ideally in a product focused environment.
• 2+ years leading teams and driving cross-functional initiatives.
• Hands-on expertise with Gorgias or a comparable customer service platform, with a strong understanding of how tools support scalable support operations.
• Systems-oriented problem solver who goes beyond quick fixes to identify root causes and build better, more resilient processes.
• Proven experience implementing live chat support, from tool