Senior Manager of Customer Experience

What is Cirkul? 

Cirkul is a rapidly growing beverage technology company on a mission to make a healthier world by helping people enjoy drinking more water. 

The team at Cirkul developed an innovative beverage delivery system that makes drinking more water delicious, fun, and personalized. The technology reduces the shipping weight of bottled beverages by 96% and uses 84% less plastic. Cirkul offers its customers 100+ unique flavors, all with no sugar, zero calories, no artificial colors, and a range of functional enhancements online, at Walmart, and other retailers across the United States. Hundreds of thousands of consumers are using Cirkul to transition from single-use plastics and sugar-filled beverages to healthier, better-for-you alternatives.

What does an average day look like? 

Driving Results

• Set clear performance goals and KPIs for your team 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 a sense of 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 a high level of performance. 

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 (Zendesk, Gorgias, 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 

Please review our privacy policy here. 

Cirkul, Inc. is an Equal Opportunity Employer. We believe in hiring a diverse workforce and are committed to sustaining an equitable and inclusive, people-first environment. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents.