Job Description

Job Description

Job Description

We are a fast growing DTC leading brand looking for a CX Lead!

This Jobot Job is hosted by: Brandon Bays
Are you a fit? Easy Apply now by clicking the "Apply Now" buttonand sending us your resume.
Salary: $90,000 - $125,000 per year

A bit about us:

Customer Experience Lead
Location: San Francisco, CA (On-site 4 days/week)
Compensation: $90–125K + equity

We’re a fast-growing, design-forward DTC consumer products brand creating beautifully crafted physical products that blend functionality with artistic expression. Our team is small, collaborative, and obsessed with delivering a thoughtful, elevated customer experience—from first touch to final delivery.

We believe CX isn’t just about solving problems—it’s a strategic function that shapes product, design, and brand perception. As we continue to scale, we're looking for someone to lead this function and take our post-purchase experience to the next level.

Why join us?

You’ll own the entire customer journey, helping shape how thousands of people experience our brand
We're design-obsessed, customer-focused, and in a stage of real growth—your ideas will directly influence product, operations, and team culture
Opportunity to lay the foundation for a growing CX team and step into a future leadership role
Access to unique perks like personal use of 3D printing equipment, quarterly offsites, and a deeply collaborative team culture
Comprehensive benefits: medical, dental, vision, 401k, generous PTO and parental leave

Job Details

In this role, you’ll be the primary voice of the customer, working across support, operations, design, and product to ensure every customer touchpoint is smooth, thoughtful, and memorable.

What You'll Do:

Manage daily customer interactions via Zendesk, email, and social platforms
Solve complex customer issues with empathy and efficiency
Build and improve internal workflows, SOPs, and support documentation
Analyze feedback and identify patterns to drive product or process improvements
Partner with the design team to relay insights and help shape future features
Report on key customer metrics (NPS, CSAT, etc.) and advocate for the customer in internal discussions
Stay hands-on with frontline support while helping define what future CX hiring looks like

What We’re Looking For:

3–5+ years in customer support, CX, or operations—ideally in a DTC or physical product environment
Not afraid to roll up your sleeves, but also ready to think big-picture and improve systems
Strong communicator—clear, warm, and articulate
Organized, proactive, and excited by the idea of owning something end-to-end
Experience with tools like Zendesk, Notion, Asana, and Google Suite
Comfort working cross-functionally with product, design, and ops

Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.

Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance. Company Description

Jobot is on a mission to connect good people with good jobs. By combining AI-powered technology with the expertise of Jobot Pros, our experienced recruiters, we help you find career opportunities that align with your goals and values.

Founded in 2018 and employee-owned since 2024, Jobot is committed to fostering a culture of kindness, respect, innovation, and connection. As an industry leader, we’ve been recognized as a top workplace by Forbes, Fortune, USA Today, and Staffing Industry Analysts (SIA).

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