Customer Experience Manager

AptDeco is seeking a Customer Experience (CX) Manager to lead and scale the customer support operation, ensuring customers have an exceptional and seamless experience every time they buy or sell furniture.

Responsibilities will include:

Team Leadership
- Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams
- Lead hiring efforts for additional CX Associates and CX team members as business needs grow
- Assist with onboarding, training, coaching, and performance management
- Foster a strong customer-first culture aligned with AptDeco values
- Leverage AI tools to automate and simplify CX workflows

Vendor & Escalation Management
- Manage third-party support partner performance and SLA adherence
- Serve as the point of contact for complex customer escalations and sensitive issues
- Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations

CX Analytics & Operations
- Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends
- Create recurring and ad hoc operational reports
- Identify opportunities to improve workflows, processes, and customer satisfaction

Cross-Functional Collaboration
- Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience
- Communicate customer feedback, operational insights, and process improvement opportunities

Brand Representation
- Be a brand ambassador and demonstrate company values within the CX team and cross-functionally

You’re a great fit if you:

• Are a strong communicator and people leader
• Are customer-focused, empathetic, and solutions-oriented
• Are analytical and comfortable using data to improve performance
• Are organized, adaptable, and able to thrive in a fast-paced startup environment
• Are passionate about coaching, team development, and operational excellence
• Have 5+ years of experience in customer support, customer experience, or operations management
• Have experience managing customer-facing teams, including outsourced support vendors
• Possess strong written, verbal, organizational, and analytical skills
• Have experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations
• Are familiar with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience
• Have a data-driven mindset with the ability to identify trends and turn insights into action
• Can manage complex escalations and improve operational processes
• Are familiar with G Suite and startup environments (preferred)