# Customer Experience Manager

**Company:** [Sesame](https://hotfix.jobs/companies/sesame)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $125k – $240k/yr
**Experience:** 5+ years
**Skills:** Zendesk, Intercom, iOS, Android, Support Analytics, Ticketing Systems, Knowledge Bases, Help Centers, Self-Service Tools, Kpi Development
**Posted:** 2026-05-11

> Leads customer support for AI voice agent hardware/software products, building scalable processes, team, and self-service tools from scratch. Partners cross-functionally to drive product improvements using customer insights; requires 5+ years support experience with 2+ in management.

## Job Description

## Responsibilities
- Lead customer support across hardware and software to deliver outstanding customer experiences.
- Build and execute a vision for best-in-class, scalable support in an era of AI, and set up KPIs and tooling to reach that north star.
- Grow and mentor a team of support specialists with a culture rooted in customer empathy.
- Develop and implement support processes, workflows, and documentation that cover the full product experience, including software subscriptions, physical product returns, and more.
- Partner with marketing to build a modern help center that is accessible across our platforms.
- Create opportunities for self-service support and scalable solutions.
- Partner with marketing, engineering, product, and QA teams to surface customer insights and drive product improvements.
- Identify, document, and escalate critical issues through hands-on troubleshooting and cross-team collaboration.
- Help triage incoming issues and work with teams to prioritize fixes based on severity, user impact, and customer sentiment.

## Required Qualifications
- 5+ years of customer support experience, including at least 2 years in a lead or management role.
- Strong understanding of consumer product support best practices.
- Experience with support tools and ticketing systems (**Zendesk**, **Intercom**, or similar).
- Experience supporting consumer software products.
- Experience building knowledge bases, help centers, and self-service tools.
- Experience working with outsourced support vendors.
- Proven ability to build support processes from scratch while remaining deeply involved in hands-on customer interactions.

## Preferred Qualifications
- Experience supporting consumer hardware products.
- Experience with support analytics, reporting, and KPI development.
- Experience with warranty, returns, and repair workflows for consumer electronics.
- Experience supporting products on **iOS** and **Android**.

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**Canonical:** https://hotfix.jobs/jobs/b8ed283c-ecf9-4daa-bacf-6b8aec48fea3