Customer Experience Manager

Pirani Life is hiring a Customer Experience Manager to lead its customer support function for a reusable drinkware brand. The role combines hands-on ticket management with building support systems, managing a remote team, and coordinating customer issues with warehouse operations.

Responsibilities:

• The inbox in Gorgias: every ticket has an owner and a path to resolved
• The AI assistant: what it handles alone, what it hands off, and training it so it resolves more each quarter
• Customer policies (returns, warranty, remakes, refunds) and the customer side of carrying them out
• The Help Center and self-service tools
• Voice of the customer: sort tickets by cause, fix what CX can fix, bring the rest to Leadership with the pattern behind it; own responses on Okendo and review sites
• The team: hire, schedule, train, run the weekly meeting, give feedback, run reviews
• Sizing the department to the season

Requirements:

• You've run customer support for an online or direct-to-consumer brand, with at least one direct report
• You've worked in Gorgias, Zendesk, or a comparable helpdesk, including automation and reporting
• You're comfortable going from a full day of tickets to a full day of systems work and back
• You notice patterns and turn them into recommendations
• You write like a real person, not a script
• You're calm under volume, decisive on exceptions, and you like writing down the things that live in people's heads
• You've managed people remotely
• You've worked with AI-assisted support tools and have opinions about where they help and where they don't