Customer Experience (CX) Manager (New York City, NY)

Role overview

• Location: Remote (US time zones)
• Hours: 9-6pm, M-F with a lunch break
• Reports to: Founders
• Regular ticket support on Mondays (peak volume day)
• Daily review of AI tickets and feedback for GorgiasAI until performance is proven

Who we are

• Clinically backed digestive health DTC brand
• Enzyme blend shown to break down FODMAPs, the fermentable carbs in garlic, onion, wheat, and beans that trigger bloating, gas, and digestive discomfort for the 1 in 7 adults with IBS
• Think Lactaid, but for dozens more trigger foods
• Patent-pending formulation backed by peer-reviewed clinical data, with an evidence base that compounds every year

The role

• Operator-builder of our customer experience
• Own the day-to-day support operation
• Manage the Customer Care Coordinator
• Primary owner of our AI support agent
• Voice of the customer across the business, surfacing patterns from tickets, reviews, and the CX team’s day-to-day

What you’ll do

• Manage the CX team
• Initially manage 1 CX rep, potentially onboard a BPO partner as we scale
• Set expectations, coach, and build a culture rooted in empathy and accountability
• Run QA and calibration for consistent, top-notch service across every ticket
• Own the AI support infrastructure
• Review AI-generated responses for accuracy, tone, and policy compliance
• Identify gaps, write and update guidance rules in the Help Desk, and improve AI performance across all channels
• Maintain the knowledge base
• Keep the help center (single source of truth for customers) accurate, organized, and routinely audited
• Manage internal-only FAQs and macros
• Own the CX tech stack
• Day-to-day ownership of Gorgias, Shopify, Skio (subscription billing), and Trustpilot
• Ensure clean data flows, unbroken workflows, and the right apps and automations in place
• Maintain SOPs
• Author key SOPs and ensure full-team adoption
• Own CX reporting and benchmarks
• Define and maintain SLAs across Response & Resolution times, CSAT, and NPS
• Monitor cancellation save rates, winback success, refund reasons, and qualitative themes
• Handle escalated tickets
• Primary contact for frustrated customers, adverse reactions, edge cases, and anything requiring a nuanced touch
• Be the voice of the customer
• Surface patterns from tickets, reviews, DMs, and the Care team’s work
• Partner with other teams to close the loop between customer feedback and action
• Own the CX-Ops partnership
• Document customer feedback on shipping, delivery times, and international orders
• Surface top logistics pain points, propose solutions, and work with Ops to implement fixes

Who you are

• Experience
• 4+ years in customer support, with 1-2+ years in a lead or managerial role
• Knows how to coach, give feedback, and hold a high quality bar
• E-commerce or DTC background, ideally subscription-based
• Bonus: health/wellness or adjacent (fitness, beauty, skincare, nutrition, femtech)
• Proactive
• Doesn’t wait to be told something is broken; flags it, proposes a solution, and fixes it
• Technical
• Fluent in Shopify (products, orders, discounts, Flows, subscriptions, apps)
• Experience in a modern helpdesk like Gorgias, Zendesk, or Intercom
• Understands APIs; willing to write (or learn) SQL to find answers
• Systems builder
• Has authored SOPs, built automations, launched retention initiatives, or optimized subscription flows that moved a key metric
• Fluent in CX metrics
• First Response Time, Time to Resolution, First Contact Resolution, CSAT, NPS: knows how to implement, report on, and benchmark each
• Analytical and operationally minded; can read and build dashboards
• AI-forward
• Has worked with AI support tools (chatbots, auto-responders, AI agents) and knows when AI helps vs. when a human is needed
• Uses tools like Claude or ChatGPT day-to-day
• Strong written communicator
• Clear feedback and SOPs, warm email copy, concise communication

Compensation & benefits

• Compensation: $80k-100k
• Education stipend for professional development
• Unlimited/flexible PTO
• Free product for you and your loved ones

What we believe

• We hire the best and expect a lot, of ourselves and of each other
• The standard is high because the work matters, and because a small team of excellent people fully aligned on a meaningful mission can do a lot
• You will be trusted, have impact, be empowered, and be expected to deliver
• If this energizes you, apply and tell us what you’d do in your first 30 day