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Customer Experience Manager
Full-time
About the Role
VITURE is the #1 XR glasses brand in the US, redefining how people game, work, and consume entertainment on the go. As a Senior Customer Experience Manager, you will support and elevate the end-to-end journey for VITURE users. You will map the entire customer journey, from pre-purchase research and unboxing to app pairing and long-term product use, identify friction points, and work cross-functionally with Product, Marketing, Engineering, and Operations to drive improvements. You will also enhance CX SOPs, develop scalable support solutions, and serve as the final escalation point for complex cases. This role reports to the Operations Director.
Responsibilities
Map and continuously optimize every touchpoint of the VITURE customer experience, from checkout and shipping to setup, firmware updates, and post-purchase support.
Build systems to capture, analyze, and report on customer feedback, translating reviews, tickets, and surveys into actionable insights.
Manage, mentor, and grow a team of customer support specialists, building training programs for complex technical troubleshooting.
Own core CX KPIs including NPS, CSAT, Customer Effort Score, and First Contact Resolution.
Revamp the help center, FAQs, and video tutorials, and implement AI and automation tools without sacrificing the human touch.
Act as the strategic bridge between CX and other departments to prioritize and fix software or hardware friction points.
Qualifications
4+ years in Customer Experience, Support Operations, or Customer Success, with at least 2+ years in a leadership/management role.
Experience in consumer electronics, DTC hardware, e-commerce, gaming, or premium tech is highly preferred.
Data-driven strategist, highly proficient at analyzing VoC and support desk data to spot trends and build business cases.
Deep familiarity with modern CX and e-commerce stacks (e.g., Zendesk, Gorgias, Shopify, Qualtrics) and experience implementing AI Agent tools.
Empathetic and resilient, excelling at de-escalation in a fast-paced startup environment.
Exceptional communicator who can translate technical concepts into simple, friendly language and present strategy to leadership.
Nice to Have
Proven track record scaling and managing support and operations across multiple regions and time zones.
Deep understanding of e-commerce fulfillment and international shipping processes.
