Customer Experience Product Manager

Who We Are

We’re a fast-growing and profitable startup building the defining company at the intersection of AI, apparel, and culture. We move at a blinding pace, operate in one-week release cycles, and are building infrastructure that enables exceptional customer experiences at scale.

Customer care is not a cost center here — it is a strategic growth lever. Every interaction matters. Every workflow matters. Every tool matters.

We are looking for a builder who will own and elevate the systems that power our Customer Care organization.

This is not a traditional Product Manager role focused on revenue-driving features. This role owns the engine behind our customer experience.

You will be responsible for defining and executing the product strategy for our customer care ecosystem — including our CRM, support tooling, automation layers, internal workflows, AI enablement, and customer-facing service experiences.

You will work directly with Customer Care leadership, Engineering, Data, and Operations to:

• Identify friction in agent workflows
• Improve tooling efficiency and automation
• Enhance CRM architecture and integrations
• Elevate the end-to-end customer journey
• Leverage AI to reduce resolution time and increase CSAT
• Build scalable systems that support rapid growth

You are not managing tickets. You are architecting systems that make customer care faster, smarter, and more proactive.

Your success will be measured by operational efficiency, agent productivity, customer satisfaction, automation rates, and measurable improvements to the customer experience.

• CRM enhancements and optimization (architecture, integrations, workflows)
• Customer care tooling stack (support platforms, automation tools, AI agents, knowledge base systems)
• Agent experience design and workflow efficiency
• Customer journey improvements across post-purchase touchpoints
• Automation strategy (macros, triggers, AI responses, workflow routing)
• Cross-functional roadmap between Customer Care, Ops, and Engineering
• Data-driven improvements to CSAT, FCR, SLA adherence, and resolution time

Systems Thinker

You instinctively see the entire workflow, not just the ticket. You think in expected paths, alternate paths, and exception paths. You can map the full lifecycle of a customer issue and identify exactly where systems break down.

Technical Fluency

You don’t need to be an engineer, but you must be technically literate. You understand APIs, integrations, automation logic, data flows, and system architecture. You can read documentation and work directly with engineers to design scalable solutions.

Customer Experience Obsession

You deeply care about the customer. You understand that tooling decisions directly impact customer satisfaction. You think about how internal systems translate to external experience.

Operational Empathy

You respect frontline teams. You talk to agents. You shadow workflows. You build tools that make their lives easier — not more complicated.

Bias for Action

You don’t over-theorize. You identify friction, define the solution, and ship improvements quickly. We operate in fast release cycles and expect measurable iteration.

Ownership Mentality

If a workflow is broken, you fix it. If automation can improve efficiency, you build it. If data is unclear, you define the metrics.

• 2–5 years in Product, Systems, Operations Product, or Technical Program roles
• Experience working with CRM platforms (Zendesk, Salesforce, Gorgias, Hub Spot, or similar)
• Experience building or improving customer support tooling
• Familiarity with automation tools, workflow engines, or AI support tools
• Experience working closely with Customer Care or Operations teams
• Strong documentation skills — clear specs, process maps, and implementation plans
• Comfort with analytics tools and using data to drive decisions
• Experience improving KPIs like CSAT, FCR, AHT, ticket deflection, automation rate

• Experience implementing AI in customer service environments
• E-commerce or DTC experience
• Experience scaling support operations in high-growth startups
• Strong UX intuition for internal tools
• Exposure to knowledge…