CX Manager

About the Company

Our client is one of the fastest-growing sustainable baby brands in the US, on a mission to reduce plastic in disposable diapers while delivering products parents can truly trust. It's the first disposable diaper brand to use a 100 percent cotton liner against baby's skin instead of plastic. The company's patented liner technology has earned top innovation awards across the personal hygiene industry, and it's growing quickly across DTC and retail.

Role Overview

This is a hybrid Customer Experience Manager role based in Los Angeles, CA (2-3 days a week in office). The client wants this person to help shape the future of its customer experience team, making sure every customer feels heard, supported, and valued, like they're the only customer in the world. As the first point of contact for customers, this person is the face of the brand. Day to day, they'll answer questions on everything from product details to tracking orders and help troubleshoot any issues along the way. They'll also oversee daily operations for the customer experience team and help drive its growth.

What They're Like

- Customer-obsessed: Going the extra mile for customers is second nature. Committed to creating an experience that makes every customer feel like a VIP, building trust through thoughtful, attentive support.

- Clear and compassionate communicator: Communicates with clarity and warmth, and can tackle tough conversations with customers head-on, fostering open and honest dialogue that builds trust and love for the brand.

- Cool-under-pressure problem solver: Stays calm, solutions-focused, and creative in fast-paced environments, keeping service quality top-notch.

- Data and systems driven: Uses data to work smarter, not harder. With a keen eye for analytics, implements tools, metrics, and systems to streamline workflows, enhance agent efficiency, catch issues early, and identify trends. Can read the room through data, trends, and feedback analysis, spotting shifts in customer needs and team dynamics and turning insights into actionable changes.

- People champion: Creates a positive, empowering environment where the customer experience team feels supported, valued, and ready to do their best work.

Responsibilities

- Oversee customer inquiries across all channels (email, social, and SMS), and act as the first tier of escalation to ensure each interaction is handled with care.

- Gather, summarize, and analyze customer feedback to ensure the client is consistently delivering great products and experiences, and collaborate with other teams to identify trends and drive improvements. The insights surfaced will directly impact the product roadmap.

- Manage and support the customer experience agents' daily operations by fostering a collaborative environment where each team member can shine and do their best work.

- Help define the future customer experience strategy and advise on tools and partners that can enhance the customer experience.

Requirements

- 5+ years of experience in eCommerce customer experience, in the DTC CPG space.

- 2+ years of experience leading teams.

- Excellent verbal, written, and interpersonal communication skills, with the ability to assess customer needs and provide effective solutions quickly.

- Data-driven mindset with experience analyzing metrics and translating insights into actions.

- Understanding of customer service software (Gorgias) and eCommerce platforms (Shopify).

- Organized, detail-oriented, and able to balance multiple priorities at once.

- Self-starter and team player mentality. It's a small team, so the client hopes this person plays well with others (and solo, too).

- A lover of change. The company is growing fast, and wants this person to grow with it.

Perks

- Fun, flexible work environment that values a mix of in-person office time and remote work.

- Passionate, highly motivated, and mission-driven team that cares about its people, their future, and the collective future.

- Unlimited free product (diapers and wipes).

- Medical, dental, and vision.

- 401K.

- Unlimited PTO.