Customer Experience Manager D2C PET BRAND

Customer Experience Lead / Manager — Own the Full Customer Journey for a Global Pet Brand You've already built or run a customer experience operation, and you're ready for a role where you actually get to own it — end to end, with real trust and room to run. We're a global pet brand: a start-up working with a tight-knit team of freelancers, and a culture that moves fast, communicates honestly, and gives people ownership instead of micromanaging them. We're looking for one person to take charge of ourCustomer Experience completely. You won't be responding to tickets - you're shaping the whole experience and leading our Customer Service Team. WHAT YOU'LL DO -- Lead our Customer Service team — set the standard and keep them sharp, supported, and motivated -- Automate workflows and support so the team can scale without getting buried in repetitive work -- Run quality control: dig into the data, spot patterns, and feed real insights to our Supply Chain team so our products keep getting better -- Own communication across the whole journey — think of order materials, manual videos, order updates, post-purchase, every touchpoint a customer has with us -- Include the hidden word "Summer" in your application so we know you've read the whole post THIS ROLE FITS YOU IF ✅ You've led a CX or customer service function before and you're ready to step into more ownership ✅ You're proactive — you tend to spot the problem and solve it before anyone asks ✅ You're comfortable with data and can turn it into decisions ✅ You like building systems and automating the repetitive stuff ✅ You're direct and honest, and you appreciate the same back ✅ You stay calm and adaptable when plans shift (they will — we move fast) ✅ You want to feel close to the people you work with, not just clock in and out PROBABLY NOT THE RIGHT FIT IF -- You prefer a fixed playbook and clear instructions every morning -- You'd rather have predictability than speed and upside -- You haven't actually led a CX function yet Please note that signing an NDA with non-compete clause is mandatory and you will have to use our Time Tracking Tool or Upwork's tool with screencasts. If one of these requirements can't be met, please don't apply. WHAT YOU GET -- Real ownership of a core function in a growing global brand, working closely with our leadership -- People who deliver here can earn well above what a "normal" company offers -- A team that genuinely enjoys working together and looks after its people (our CS team gets a yearly trip together, and we go out of our way to take care of our people) -- Fast and clear communication — everything runs on Slack, not buried in email threads