Customer Experience Leader
Denver Modern | Northfield, Denver | Full-time, 4-day work week
About Denver Modern
Denver Modern is a fast-growing modern furniture brand founded by a husband-and-wife team, with a Denver-inspired design point of view: modern, simple, timeless, and comfortable. We sell direct-to-consumer nationally and serve hospitality, workplace, and trade customers through a growing contract program. We design in Denver, manufacture with trusted partners in Vietnam, and operate a showroom, corporate office, and warehouse at our Northfield campus. The business is scaling from roughly $25M toward $50M+ across DTC, B2B/Trade, and Contract channels, and we are building the team to match.
The Opportunity
We are hiring a Customer Experience Manager to lead and elevate every moment of the post-click Denver Modern experience. This is a builder role for an operator who wants to design a concierge-level, AI-enabled service model on top of Shopify Plus and Gorgias, lead a small but growing distributed team, and treat customer experience as a growth channel, not a cost center.
Furniture is a considered purchase. Our customers are investing thousands of dollars in pieces they will live with for years, and they expect the level of care and attentiveness they would receive from a boutique design house, delivered with the speed and precision of a modern DTC brand. You will own that standard, the team that delivers it, and the technology and data behind it.
You will report to the Co-Founder / Head of Product and Brand, partner closely with our Sales lead on showroom, trade, and outbound handoffs, and manage a distributed team of customer experience associates across our Northfield location and remote.
What You Will Own
1. Concierge Customer Experience & Service Delivery
● Define and deliver a concierge standard of service across phone, email, chat, SMS, and social, matching the elevated design and craftsmanship of the Denver Modern brand at every touchpoint.
● Own the end-to-end customer journey from pre-purchase questions and swatch requests through delivery, white-glove handoff, warranty, and long-term repeat engagement.
● Serve as the executive escalation point for complex or high-value customer situations, resolving them with judgment, empathy, and discretion.
● Establish and monitor service-level standards for response time, resolution time, quality, and tone, and hold the team accountable to a consistent, brand-worthy experience.
● Sustain best-in-class NPS and CSAT performance and treat every interaction as a reflection of the Denver Modern brand.
2. AI-First Service Model & Technology
● Design and operate an AI-first customer experience layer on top of Gorgias and Shopify Plus, deciding what is automated, what is AI-assisted, and what remains high-touch human concierge.
● Build and continuously improve AI-driven workflows for triage, drafting, tagging, self-service, and proactive outreach, so the team's human hours are reserved for the highest-value interactions.
● Own the Gorgias instance end-to-end: macros, automations, integrations, SLAs, and reporting.
● Evaluate and introduce new CX, CRM, and AI tools as the business scales, and partner with marketing and operations on the systems that touch the customer (Klaviyo, review platform, freight and white-glove partners, and custom order workflows).
● Stay current on customer experience and AI best practices from leading high-AOV DTC, luxury, and hospitality brands, and translate those into Denver Modern's playbook.
3. Team Leadership & People Management
● Recruit, hire, develop, and coach a small but growing team of customer experience associates, including onsite and remote direct reports.
● Set clear expectations, manage coverage across schedules and time zones, and run a consistent cadence of coaching, performance reviews, and professional development.
● Build a positive, accountable, and service-obsessed team culture aligned with Denver Modern's values and standards.
● Maintain deep familiarity with our product line, materials, lead times, custom-order capabilities, and policies so the team speaks with authority and accuracy.
4. Supporting Customer Experience as a Growth Channel
● Treat customer experience as a revenue contributor. Partner with leadership on the service-driven levers that grow AOV, attach, and lifetime value: swatch-to-order conversion, save rate on cancellations and returns, warranty-to-repurchase, and VIP and repeat-buyer engagement.
● Handle sales conversations confidently and within brand standards where appropriate, and design clean, respectful handoffs to the Sales team for showroom, trade, and outbound opportunities.
● Partner with marketing on lifecycle touchpoints, review generation, and reputation management so customer experience is a compounding asset for the brand.
5. Reviews, Reputation & Voice of the Customer
● Own Denver Modern's reviews and reputation program end-to-end, including response SLAs, escalation triggers, review generation, and recovery outreach to customers with poor experiences.
● Build a structured voice-of-the-customer loop that feeds insights into product, operations, merchandising, and marketing, and close the loop on the resulting improvements.
● Monitor trends across channels and surface risks and opportunities to leadership before they become issues.
6. Metrics, Reporting & Operating Rhythm
● Establish and track the KPIs that define modern customer experience: NPS, CSAT, first response and resolution time, ticket volume, contact rate, deflection rate, and service-driven revenue.
● Report performance to leadership on a consistent cadence, with clear diagnosis and recommended actions rather than raw dashboards.
● Provide input to staffing and budget forecasts for the customer experience function, and audit processes to drive measurable improvements.
7. Cross-Functional Leadership
● Partner with Sales, Operations and Logistics, Product, and Marketing to ensure seamless resolution of orders, delivery, custom orders, warranty, and returns.
● Contribute customer insights to merchandising, product development, and strategic planning.
● Own the re-commerce partner relationship, helping coordinate returns order management to meet business needs.
● Enforce company policies consistently while advocating for the customer where it makes the brand stronger over time. Ability to adapt and problem solve for the best outcome of the customer and company.
What You Bring
● 4–6 years in customer service or customer experience, including 1–3 years directly supervising a team, ideally including both onsite and remote direct reports.
● Direct experience at a high-AOV, considered-purchase DTC brand. Furniture, home, interiors, luxury, or hospitality experience is required, including exposure to freight, white-glove delivery, and custom or made-to-order workflows.
● Hands-on ownership of Gorgias, or a comparable modern help desk or CRM platform, including automations, macros, and integrations. Gorgias strongly preferred.
● Demonstrated experience deploying AI in a customer experience context, including AI-assisted drafting, automated triage, self-service, and agentic workflows, with a clear point of view on what belongs to AI and what belongs to humans.
● Track record of sustaining best-in-class NPS and CSAT while also contributing measurable revenue through service-driven levers.
● Comfort with Shopify Plus and the broader modern DTC stack, including lifecycle marketing and review platforms.
● Strong analytical skills, comfortable building reports, interpreting metrics, and translating data into action and forecasts.
● Excellent written and verbal communication, with the poise and judgment to represent the brand in sensitive or high-value situations.
● Experience contributing to budget and headcount forecasts, and driving process improvement.
The Kind of Leader We Are Looking For
● A calm, gracious, and empathetic operator who naturally sets a concierge tone for the team and the customer.
● A builder who wants to design a modern, AI-enabled customer experience function rather than manage an existing one.
● A commercial thinker who understands that great service in this category also drives revenue.
● Naturally curious about new tools, especially AI, and eager to find smarter, faster, and more elegant ways to serve customers.
● Data-driven, using metrics to diagnose issues and prove out improvements rather than relying on intuition alone.
● Collaborative and comfortable working shoulder to shoulder with Sales, Operations, and Marketing.
● Genuine appreciation for design, interiors, and considered craftsmanship.
● Self-motivated, entrepreneurial, and results-driven, and energized by a fast-growing, hands-on environment.
Role Details
Location: Primarily in-person at our Northfield, Denver campus, with flexibility to lead and support remote team members across schedules and time zones.
Reports to: Co-Founder, Head of Product and Brand.
Team: Manages a distributed customer experience team of 2–3 associates today, scaling with the business.
Schedule: Full-time, 4-day work week.
Compensation: $85,000+ base salary, depending on experience, plus a 10% annual performance bonus tied to company and customer experience KPIs.
Benefits: Health, dental, and vision insurance; 401(k); paid time off; generous employee discount on Denver Modern product; 4-day work week as business allows; 1 day work remote after one year.
Why This Role Matters
Our customers are choosing Denver Modern for pieces they will live with for a decade or more. The person in this role sets the standard for how that relationship feels, from the first swatch request to the tenth reorder. If you want to build a concierge-level, AI-enabled customer experience function inside a growing, design-led brand and treat it as a true competitive advantage, we would love to hear from you.
Job Type: Full-time
Pay: From $85,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Parental leave
- Vision insurance
Application Question(s):
- Do you have experience leveraging AI to enhance customer experience?
- How many years of experience do you have in home interiors or similar high-AOV considered purchase brand?
- Do you have experience with Gorgia or similar customer service platform?
Experience:
- Customer Service: 3 years (Required)
- Management: 1 year (Preferred)
Ability to Commute:
- Denver, CO 80238 (Required)
Ability to Relocate:
- Denver, CO 80238: Relocate before starting work (Required)
Work Location: Hybrid remote in Denver, CO 80238
