Customer Experience Manager

Weezie makes towels and robes worth celebrating, turning everyday bath and home essentials into products customers love to gift, monogram, and return to. Since launching in 2018, we've grown from a direct-to-consumer newcomer into one of the most beloved names in luxury home, recognized on the Inc. 5000 list of America's fastest-growing private companies 2 years in a row. Today you'll find Weezie online, in our flagship store, and with retail partners, with every piece personalized by our in-house embroidery team in Atlanta. Our website is both how most customers meet the brand and the engine behind our growth, and we're just getting started.

Our promise to every customer is simple: Wowed, or we'll make it right. We're looking for a Customer Experience Manager to keep that promise and be the voice of the customer inside Weezie. You'll lead our customer service team day to day and turn what customers tell us into insights that make our products, site, and experience better.

Reporting to the Director of Digital Product, you'll manage two CX Associates and partner closely with Merchandising, Digital, Growth Marketing, Brand, and Fulfillment.

What You'll Do

Customer Service & Experience (40%)

- Deliver on the Weezie Promise by making every customer feel heard, resolving escalations, and stepping in on the toughest cases.
- Own weekly CX performance: KPIs, ticket trends, and sentiment at both the total-company and product level.
- Improve how tickets get resolved so customers get consistent, high-quality outcomes and faster responses.
- Tailor CX processes and staffing to the channels customers use, meeting them where they are, from chat to email and beyond.
- Own Gorgias, including integrations, automations, macros, and reporting. Find ways to give the team more bandwidth and customers faster answers, using AI where it improves speed or quality.
- Partner with Fulfillment Operations on order issues, returns, and replacements, and close the loop on root causes so problems don't repeat.
- Run our surprise & delight program, finding thoughtful ways to make a customer's day and build community.

Voice of the Customer Insights (35%)

- Know our customer: key archetypes, what they love, and where we fall short.
- Identify customers' explicit and implicit needs from tickets, surveys, and reviews, and turn them into action.
- Find and eliminate friction across the customer journey, from pre-purchase questions to post-delivery issues.
- Own the cadence for sharing customer feedback. Turn tickets, reviews, and survey data into clear, prioritized recommendations for Merchandising, Digital, Growth Marketing, and Brand.
- Own and optimize our listening touchpoints, including the post-purchase survey, NPS, product reviews, and the annual customer survey.
- Scope and run targeted research projects, turning open-ended questions into clear objectives, findings, and actions.

Team Leadership (25%)

- Manage, coach, and develop two CX Associates, setting priorities, coverage, and quality standards.
- Own CX quality: run regular ticket scoring and calibration sessions so every associate delivers consistent, high-quality outcomes as the team grows.
- Review every low CSAT and NPS score. Associates review individual transactions; you review holistically on a set cadence, spot patterns, and turn them into coaching and fixes.
- Own ticket volume forecasting and staffing coverage year-round to meet our responsiveness standards, with extra planning for peak periods like holiday and major promotions.
- Build accountability around KPIs and reporting so the team grows more autonomous over time.
- Foster a culture of continuous improvement and customer-first thinking.

Key Performance Indicators

- CSAT
- Messages Per Ticket
- Messages Per Order
- First Response Time
- Refund & Replacement Rate (% of orders)
- NPS
- Surprise & Delight Budget

Who You Are

- 5-7 years in customer service, CX, or customer insights, ideally DTC or retail, including 2+ years managing a team.
- Hands-on experience running a modern help desk (Gorgias strongly preferred), including building automations, macros, and reports.
- Working knowledge of Shopify or a similar e-commerce platform and how orders, fulfillment, and returns flow through it.
- Strong analytical skills. You're comfortable in Google Sheets or Excel, can build a simple dashboard, and can turn tickets, surveys, and reviews into clear themes backed by numbers.
- A track record of using customer feedback to drive change outside your own team, such as a product fix, a site update, or a policy change.
- Experience forecasting ticket volume and planning staffing year-round, including peak periods like holiday and major promotions.
- Excellent writing skills. You can write a warm, on-brand customer reply and a crisp summary for leadership with equal ease.
- Calm, practical judgment with upset customers, and the instinct to fix the root cause, not just the ticket.
- Weezie Values aligned:

- Deliver the Wow: You know a brand is only as strong as its customer relationships, and you hold a high bar for every interaction.
- Work Smart: You prioritize by impact, manage your time well, and reach for tools, AI included, that let a small team do more.
- Own It: You own your numbers, follow through, and hold your team to the same standard in a fast-paced environment.
- Improve & Innovate: Analytical and hypothesis-driven, you use data to find the story and turn it into action.
- Better Together: A natural cross-functional partner who can bring a customer insight to a merchant, marketer, or warehouse lead and get it acted on.

What You Can Expect

- A brand customers adore, growing fast, with the ambition to become a household name.
- Real ownership on an entrepreneurial team that works hard and knows how to #enjoythestay.
- Hybrid schedule: in our Westside Provisions District office Tuesday through Thursday, with periodic visits to our Austell fulfillment center.
- Unlimited PTO, remote work during July 4th week, and an office closure the week after Christmas.
- Summer Fridays with a 1 pm close.
- Anniversary gifts, including a $3,000 travel credit at 3 years and a 5-week paid sabbatical at 5 years.
- Medical, dental, and vision, plus a 401(k) with match.
- Paid parental leave.
- A generous Weezie product gift and discount for you, friends, and family.

Weezie is an Equal Opportunity Employer that participates in E-Verify. Offers of employment are conditioned upon successfully passing a background screening. Weezie does not provide employment visa sponsorship for this role. Applicants must be authorized to work in the United States without current or future employer sponsorship.