AptDeco

Role Description The Customer Experience (CX) Manager is responsible for leading and scaling the customer support operation at AptDeco. This role oversees CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience every time they buy or sell furniture with AptDeco. Qualifications - 5+ years of experience in customer support, customer experience, or operations management. - Experience managing customer-facing teams, including outsourced support vendors. - Strong written, verbal, organizational, and analytical skills. - Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations. - Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience. - A data-driven mindset with the ability to identify trends and turn insights into action. - Ability to manage complex escalations and improve operational processes. - Familiarity with G Suite and startup environments preferred. Requirements - A strong communicator and people leader. - Customer-focused, empathetic, and solutions-oriented. - Analytical and comfortable using data to improve performance. - Organized, adaptable, and able to thrive in a fast-paced startup environment. - Passionate about coaching, team development, and operational excellence. Benefits - 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. - 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. - 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. - Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience. - Communicate customer feedback, operational insights, and process improvement opportunities. - Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.