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Redefining rest with the world’s best sleep accessories.
Head of Customer Experience
Location
Philippines
Posted
66 days ago
Salary
0
Seniority
Lead
Job Description
Head of Customer Experience
Manta Sleep
• 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.
Job Requirements
- 5+ years leading Customer Experience or CX Operations for fast growing ecommerce brands, ideally between 20M and 100M in revenue.
- Has built or transformed CX teams, systems, and processes, not just managed day to day support.
- Can design customer journeys, improve retention, and implement automation that reduces friction.
- Has run Voice of Customer programs and knows how to turn customer insights into better products, stronger content, and improved marketing.
- Is confident with data, able to build dashboards, and comfortable working with metrics like NPS, CSAT, LTV, retention, response times, resolution, cohorts, and churn signals.
- Has collaborated across marketing, product, and operations to reduce refunds, fix funnel issues, and increase repeat purchase behavior.
- Is tech savvy and fluent with tools like Richpanel, Shopify, Klaviyo, Zapier, Make, Postscript, and review platforms like Okendo and TrustPilot.
- Knows how to build strong knowledge bases and self service systems that reduce ticket volume and boost customer satisfaction.
- Understands the difference between support and experience, and designs systems that prevent issues rather than just react to them.
- Can coach, elevate, and structure a global team, including introducing pods or specialization when needed.
- Communicates clearly and brings alignment across departments.
- Thrives in a builder environment, takes ownership, and brings new ideas and solutions forward.
- Is strategic but also hands on, able to design systems and actually implement them.
- Is analytical, curious about customer behavior, and motivated by solving root problems.
- Understands retention, loyalty, and the full customer lifecycle.
- Operates with a builder mindset, always creating, upgrading, and improving.
Benefits
- Bonus Program - Paid quarterly to the entire team when we hit our objectives
- Fully remote with async flexibility
- Unlimited vacation and sick leave days
- Paid courses, coaching, and personal growth budget to help you level up
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