Customer Experience Manager

But first, autobrush.

autobrush is an ADA-accepted and clinically proven u-shape toothbrush. It’s a brand built on innovation, disruption, and unparalleled quality. We are obsessed with our customers, passionate about learning, and known for quick pivots and an agile working environment. We are a direct response, DTC, self-funded startup. We have high expectations, and we expect that you will too.

autobrush is and will remain a fully remote company with a passion for creating a culture where our employees are valued. We are equally obsessed with your experience as a part of this team.

No application will be considered unless this form is completed:

https://docs.google.com/forms/d/e/1FAIpQLSemD_OKJSZNcDa_TYTY_1DHMnr5VyH1mlAqoubeV6n5dNpz8g/viewform 

Improve your odds of an interview: The hiring process at autobrush is intentionally rigorous. We only bring on people who are deeply committed to excellence and impact. This isn’t a checkbox role—it’s an opportunity to lead. Take your time, show us your strengths, and let your personality come through.

About the role: We’re looking for a Customer Experience Manager who can lead with empathy, think strategically, and turn day-to-day interactions into brand-building moments. This role owns the full spectrum of CX—from ticket resolution to proactive customer communication, from managing a high-performing team to training and optimizing our AI assistant, Siena.

This is not just about putting out fires. You’ll create systems, design experiences, and help shape the way customers think and feel about autobrush. Your work will have a direct impact on satisfaction, retention, and reputation.

Key responsibilities

• Customer Experience Strategy: Develop and own a customer experience roadmap that aligns with our values and brand standards. Build scalable systems while still sweating the details.
• Monthly Customer Interviews: You’ll be the voice of our customer—scheduling, conducting, and synthesizing interviews monthly to uncover themes, pain points, and growth opportunities.
• Escalations & Chargebacks: Manage high-touch support moments. De-escalate issues with empathy, own chargeback mitigation, and use difficult moments as opportunities to drive loyalty.
• Voice of the Customer (VoC): Create a clear feedback loop that captures product and experience issues, captures NPS sentiment that surfaces themes, and informs decisions across product, marketing, and operations.
• Team Leadership & Development: Lead a high-performing team of 5. Set the tone, coach with care, and create a culture of accountability, positivity, and continuous improvement. Set the bar, raise the bar.
• Process Ownership & Automation: You’ll live inside systems like Gumloop and Zapier. Design workflows, reduce manual work, and constantly refine how the team operates.
• Customer Communication: Lead communication strategies during changes, delays, or product rollouts. Ensure customers feel informed, respected, and valued at all times.
• Social Listening & Brand Insight: Track and analyze what customers are saying across platforms. Turn conversations into insight, and insight into action.
• AI Tool Ownership (Siena): Manage, maintain, and train our AI assistant (Siena) to reflect our voice and deliver fast, human-first support at scale.

What we're looking for

• 4–6 years of experience in customer experience management, ideally within a fast-paced DTC brand
• Strong process orientation and experience building automations with tools like Zapier, Gumloop, or similar
• Proven success leading a support team and improving key metrics like CSAT, resolution time, and churn
• Strong understanding of VoC programs and how to operationalize feedback
• Experience with platforms like Gorgias, Zendesk, Shopify, Loop, Notion, and Asana
• Ability to lead AI support evolution—not just use it, but shape it
• Clear, confident communicator with experience handling escalations and high-stakes moments
• A data-minded approach to feedback, retention, and process improvements
• Comfortable balancing day-to-day operations with long-term strategic thinking

Who you are: You’re not afraid to speak up. You lead from the front and bring clarity, energy, and follow-through to everything you touch. You’re process-driven to your core. Broken systems bother you—and you fix them fast. You’re the person others turn to when things feel messy.

You thrive in ambiguity, take ownership without being asked, and love a clean system as much as a warm interaction. You build relationships easily, think in frameworks, and get excited about a queue full of edge cases.

You’re curious, confident, and relentlessly focused on making things better—for your team, for your customers, and for the brand.

Why this role is unique

• You’ll be the connective tissue between the brand and our customers—shaping not just what we say, but how we make people feel
• You’ll manage and scale Siena, our AI assistant, pushing the boundaries of what human + machine CX can look like
• You’ll help define what great CX looks like at a brand that genuinely values the experience
• You’ll help shape product direction, marketing messaging, and brand trust—all through the lens of real customer insight

What makes us special

• We care. We sweat the details that others overlook because they matter
• We take responsibility. We own our wins, our mistakes, and everything in between
• We solve problems. We move fast, test often, and act with urgency
• We prioritize people. Customers and teammates alike—we do right by them

Why join us

• Help define what best-in-class CX looks like at a brand changing the way people brush
• Join a team that’s scaling quickly and staying personal
• Work with teammates who care about quality, clarity, and execution
• Get in early. Have a voice. Make your mark