• Lead, coach, and develop a team of CX specialists • Introduce team structure such as support pods for basic support, sleep success, data, and retention • Build clear SOPs, quality guidelines, and performance expectations for the team • Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints • Ensure every interaction reflects the brand personality and voice • Implement automation and AI tools that improve speed, personalization, and consistency • Build a complete knowledge base and self service experience that cuts down repetitive tickets • Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV • Create customer journeys across email, chat, social channels, and other touchpoints • Improve personalization using purchase history, customer data, and zero party data • Track and improve the full customer journey, not just the support inbox • Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels • Define how customers should feel when they interact with Manta Sleep and uphold that standard • Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs • Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging • Present regular data findings to marketing, product, and leadership with clear next steps • Work with marketing on retention campaigns, loyalty flows, and customer community building • Partner with product to address recurring issues, product quality concerns, and new product opportunities • Collaborate with social media to ensure customer questions are handled quickly and consistently • Make CX a core input into product and marketing decisions • Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more • Set new quality standards and KPIs based on industry best practice

• Lead, coach, and develop a team of CX specialists. • Introduce team structure such as support pods for basic support, sleep success, data, and retention. • Build clear SOPs, quality guidelines, and performance expectations for the team. • Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints. • Ensure every interaction reflects the brand personality and voice. • Implement automation and AI tools that improve speed, personalization, and consistency. • Build a complete knowledge base and self service experience that cuts down repetitive tickets. • Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV. • Create customer journeys across email, chat, social channels, and other touchpoints. • Track and improve the full customer journey, not just the support inbox. • Define how customers should feel when they interact with Manta Sleep and uphold that standard. • Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs. • Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging. • Present regular data findings to marketing, product, and leadership with clear next steps.

• Lead, coach, and develop a team of CX specialists • Introduce team structure such as support pods • Build clear SOPs, quality guidelines, and performance expectations • Shape what great support looks like for the brand • Ensure every interaction reflects the brand personality and voice • Implement automation and AI tools that improve speed and personalization • Build a complete knowledge base and self service experience • Launch VIP programs, loyalty touchpoints, and proactive outreach • Create customer journeys across various touchpoints • Track and improve the full customer journey • Build a Voice of Customer system that gathers feedback • Present regular data findings to marketing, product, and leadership • Collaborate on retention campaigns and product quality concerns • Make CX a core input into product and marketing decisions • Set new quality standards and KPIs

Role Description This is a remote role for Customer Service– Hotel Reservations. The primary responsibilities include: - Managing customer interactions - Assisting clients with hotel reservation inquiries - Ensuring a seamless booking process - Delivering exceptional customer support Qualifications - Strong skills in Customer Service, Customer Support, and ensuring Customer Satisfaction - Experience in enhancing Customer Experience and maintaining excellent client relationships - Exceptional communication, problem-solving, and interpersonal skills - Proficiency in using customer relationship management (CRM) tools and relevant technology - Capable of working independently in a remote environment - Prior experience in the hospitality or travel industry is a plus Benefits - Flexible remote schedule - Training and access to booking tools - Supportive team culture - Income-earning possibilities based on performance - Travel discounts and perks - $25,000 - $65,000 a year Company Description