Customer Experience Manager

Cirkul, Inc • Tampa, FL

1d

About The Position

Cirkul is a rapidly growing company on a mission to transform how beverages are developed, distributed, and enjoyed. It’s a new way to hydrate—so much so that 96% of customers say they drink more water with Cirkul! With over 150 flavor options available without sugar or calories, Cirkul provides customers with a fully customizable, reusable water bottle and cartridge system. Since 2018, millions have dropped sugary soda and energy drinks, and turned up their plain boring water with Cirkul! A full range of products is available at DrinkCirkul.com, and Cirkul is also sold by Amazon, Costco, Walmart, Kroger, and grocery stores nationwide.
Based on a survey conducted with 3,258 Cirkul Customers
We’re looking for a passionate and results-driven Customer Experience Manager to lead our amazing team of agents, leads, and supervisors who support customers via chat, email, and phone. You’ll play a key role in shaping the customer journey and ensuring we deliver exceptional support at every touchpoint.
This person is a people-first leader who thrives in fast-paced environments, is highly data-driven, and isn’t afraid to roll up their sleeves. You’ll manage daily operations, coach and develop your team, and help scale our support function as we continue to grow.

Requirements

• 5+ years of experience in a customer experience leadership role, preferably in a high-growth DTC or eCommerce environment.
• Proven experience managing large teams, including supervisors and team leads
• Strong understanding of support tools and platforms (Gorgias, ShipStation, Salesforce, etc.)
• Excellent communication, coaching, and conflict resolution skills.
• Analytical mindset with experience using data to drive performance and strategic decisions.
• Empathetic leader who thrives in a collaborative, fast-paced setting.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Ensure your team has a clear understanding of set goals and KPIs, and hold them accountable to high standards.
• Analyze team performance metrics and customer feedback to identify trends, opportunities, and areas for improvement.
• Champion a continuous improvement mindset across the team.
• Own the customer experience across all support channels (chat, email, phone) — ensuring customers feel heard, helped, and delighted.
• Oversee workforce management, making data-informed forecasting and scheduling recommendations to optimize coverage and efficiency.
• Manage escalations and critical incidents with urgency and empathy.
• Use data to drive business decisions, streamline processes, and improve resolution times and CSAT.
• Identify and implement tools and technologies to improve team workflows and customer experience.
• Partner with cross-functional teams, including Marketing, Product, Operations, and Fulfillment, to advocate for the customer and influence change within the Customer Experience team.
• Collaborate closely with CX leadership to align strategies and scale best practices.
• Work closely with agents to educate, train, and encourage high performance and growth.
• Foster a team culture of accountability, transparency, and mutual respect.
• Develop and mentor leads and supervisors to become future leaders in the organization.
• Be a voice for the customer inside the organization.
• Maintain a deep understanding of our products, services, and policies to empower your team to deliver best-in-class support.

Benefits

• Competitive salary based on experience and market
• Generous benefits, 401k match, and PTO (even insurance for your fur babies!)
• Employee discounts on Cirkul products
• New corporate office space with great amenities
• Opportunity to work with a best in class team, in a hyper growth company, taking over the hydration industry
• A culture that rewards results

What This Job Offers

• Job Type: Full-time
• Career Level: Manager