Customer Experience Manager — Lead Our Customer Service Team
Georgetown, Texas | Full-time | On-site
About this role
We're hiring a Customer Experience Manager to lead the team that turns first-time buyers into lifelong fans. Our customers invest serious money in products that should perform in the field — and when they need help, the experience they get is on you and your team.
This is a player-coach role. You'll spend part of every day on calls and tickets alongside your reps, modeling what great looks like. The rest of your time, you're building the systems, training, and culture that make that level of service repeatable.
What you'll actually do
- Lead a small team of customer service reps (currently 3 , growing this year)
- Take calls and respond to online cases yourself — this isn't a desk-and-meetings job
- Diagnose product issues, walk customers through fixes, and own each interaction through to resolution
- Coach reps in real time on product knowledge, tone, and judgment
- Design and refine the processes, scripts, and tools the team uses every day
- Log calls in our CRM and turn that data into product and process improvements
- Partner with product, operations, and engineering to close feedback loops
You'll thrive here if you...
- Genuinely like talking to customers and helping them get unstuck
- Lead by example
- Pick up technical product knowledge quickly — you don't need to be an engineer, but you need to be curious
- Stay composed when calls are hard and customers are frustrated
- See gaps in processes and want to fix them, not just flag them
The basics
- 5+ years of customer service experience, preferably with at least 2 leading a team
- Comfortable with ticketing systems
- Strong written communication — your responses become your team's templates
- Associate's degree, bachelor's degree, or equivalent experience preferred
Why join us
- You'll work on products customers genuinely love
- Modern workspace: large, light-filled office with sit/stand desks at every station
- Medical benefits, PTO, and paid holidays
- Real career growth — we're scaling fast and promote from within whenever we can
- Compensation: base + performance bonus
If you've been the person on a CS team that everyone goes to for help — and you're ready to own that for a whole team — we want to hear from you.
Job Type: Full-time
Pay: $55,000.00 - $85,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Experience:
- Customer Service: 2 years (Required)
Work Location: In person
