Job Summary
LIT Method is one of the fastest-growing recovery equipment brands in the country. We design and sell premium saunas, cold plunges, and red light therapy systems to customers building serious home wellness setups — and to gyms, studios, and hospitality operators nationwide.
The Role
We're looking for a Customer Experience Manager to own and elevate our entire customer service operation. Our customers invest $15K–$20K in their setups — they deserve exceptional support, and your job is to make sure they get it every time.
You'll lead our existing team of overseas CS reps, set the standard for what great service looks like at LIT, and build the systems that make that standard consistent. This is a build-and-own role, not a maintenance role — you'll be creating the playbook, not inheriting one.
Responsibilities
- Lead, coach, and hold accountable our team of overseas customer service reps
- Build and document our CS standards — response templates, tone, escalation rules, resolution targets — so quality is consistent no matter who's replying
- Establish and report on the metrics that matter: CSAT, response time, resolution rate, and escalations
- Launch and run our signature delivery-experience program: a rep calls every customer at delivery to make sure their sauna and cold plunge are set up correctly and they have everything they need
- Partner closely with our operations and fulfillment team on delivery, returns, and issue resolution
- Deliver a clean weekly report to leadership — you own the function, we stay out of the day-to-day
Skills
- SOP and playbook development — can document standards, templates, tone guides, and escalation rules from scratch. This is the #1 skill; without it you get another caretaker.
- Team leadership and coaching — has managed a support team and held people accountable to a standard without micromanaging.
- Remote / distributed team management — has led overseas or remote reps specifically. Different muscle than managing people down the hall.
- Quality assurance and performance management — knows how to audit tickets, give feedback, and drive consistency across multiple people.
- Metrics and reporting — fluent in CSAT, response/resolution time, escalation rate; can build a clean weekly report and run the team to numbers.
- Written and verbal communication — warm, clear, on-brand; sets the tone the whole team mirrors.
- Process-building mindset — builds the process rather than waiting for one; comfortable in a fast, unstructured environment.
You're a Fit If You
- Have 3+ years in customer service or customer experience, including experience managing or leading a team (remote/overseas team experience is a big plus)
- Are a systems-builder — you've written SOPs and playbooks, not just followed them
- Set a high bar and hold people to it without micromanaging
- Communicate clearly and warmly, and care about the customer experience as a reflection of the brand
- Are comfortable in a fast-moving environment where you build the process rather than wait for one
Join us as a Customer Experience Manager if you're eager to lead innovative initiatives that transform how we serve our clients! Bring your passion for excellence, your leadership prowess, and your commitment to creating memorable customer journeys—your impact will be felt across the organization!
Pay: $40,000.00 - $50,000.00 per year
Work Location: Remote
