Customer Experience Manager

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.