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Customer Experience Manager
Full-time
SURI, the highest-rated electric toothbrush on Trustpilot, is looking for an experienced Customer Experience Manager. Reporting to the CX Lead, you will step up to lead the function independently when needed and act as the bridge between customers, the CX team, and the wider business. You will own meaningful CX projects across automation, reporting, tooling, and cross-functional collaboration to help the company scale intelligently and delight customers.
What You'll Do
Deputise for the CX Lead, running the function with confidence and independence.
Spot recurring questions and pain points across socials, inbox, and reviews; own and deliver monthly CX reports with actionable recommendations.
Lead projects to improve tools and workflows, including automation pilots, macros, and FAQ refreshes from brief to delivery.
Review AI-assisted work and tooling to ensure output is accurate and fit for purpose.
Own customer-facing comms for stock or logistics issues and champion the voice of the customer in cross-functional planning.
Requirements
4-6 years in a customer experience role, with meaningful time in a scaling DTC or ecommerce business.
Proven ability to lead a function independently as a deputy or senior individual contributor.
Experience with support platforms such as Gorgias, Zendesk, or Freshdesk.
Analytical mindset, able to track CX metrics including CSAT, response time, sentiment, and review volume.
Experience implementing automation and AI tooling and working with outsourced CX partners or BPOs.
