Manager of Customer Experience

Zoe Baby Products

Manager of Customer Experience

Type: Full-Time

Location: Charlotte, NC

This role requires a minimum of 40 hours/week and presence in the Charlotte office at least 3 days each week. This role is for Charlotte-based candidates only — we aren't offering relocation and this is a hybrid role.

Job Overview: 

We are seeking a strategic and enthusiastic Manager of Customer Experience to lead Zoe’s mission of delivering empathetic, real-world solutions for modern parents. This person will play a pivotal role in growing and developing our Customer Experience team, driving customer satisfaction and loyalty, and championing a customer-first mindset across the organization.

The ideal candidate brings a consistently positive attitude, thrives in team environments, and is equally comfortable taking initiative independently. They are dependable, meet deadlines with ease, and consistently go above and beyond expectations. This person speaks up with confidence—especially when advocating for customers or driving change that benefits the organization.

Success in this role requires adaptability, resilience, and comfort with ambiguity. As Zoe grows, this position will evolve; we’re looking for someone who embraces change, finds solutions, and brings energy and optimism to new challenges. Above all, this leader will inspire the CX team with joy and purpose, embedding Zoe’s culture into every internal and external interaction.

Core Areas of Responsibility:

Team Leadership: Lead and develop a high-performing customer experience team; manage regular communication touchpoints through Zoom, in-person, and Slack to ensure that the team is operating with excellence.

Voice of the Customer: Capture, analyze, and act on customer feedback. Additionally, develop reporting rhythms to share key customer insights with the executive team. Participate in cross-functional conversations to advocate for the customer/customer experience. 

Operational Excellence: Maintain and innovate scalable support processes and tools to enhance efficiency and consistency across channels.

Cross-functional Collaboration: Partner with Marketing, Product, and Operations to ensure alignment and execution on Zoe initiatives. 

Strategy & Innovation: Regularly evaluate tools, processes, and technology to ensure our Customer Experience is operating with modern efficiencies and best-in-class tools.

Metrics & Reporting: Track and report on key CX metrics; drive continuous improvement based on insights.

What does this look like in action? 

Team Development: 

• Manage and direct all CX team hiring and onboarding
• Provide ongoing training, coaching, and communication to develop team members
• Meet regularly with each team member 1:1 to provide feedback and grow the team

Customer Support Management:

• Take ownership of escalations; reply with the support of other senior CX team members
• Proactively suggest process, operational, and product improvements to reduce customer experience issues
• Maintain clear documentation of all processes and resources in CX; proactively create new documentation and update regularly

Thought Leadership & Strategy

• Participate in operational, marketing, and other cross-functional meeting as needed to advocate for customer experience and better understand company initiatives
• Regularly report on trends & make proactive recommendations to build Zoe 
• Support marketing and operational teams with product and CX training as needed; share your experience and expertise to empower the rest of the organization

Qualifications

• 4 years of experience in customer support, service, or related roles
• 1-2 years leadership experience required (can be in occupation or in a volunteer role - demonstrated experience being a leader in an organizational setting)
• Experience working cross-functionally and influencing at all levels of an organization
• Strong communication, leadership, and strategic thinking skills
• Familiarity with CX platforms & other technologies (e.g., Gorgias, Netsuite, Shopify)

Benefits:

• Paid time off - 15 work days/year plus approximately 11 paid holidays each year
• 401(k) plan, including a company match of 50% on deferrals up to 10% of pay period compensation
• Health insurance, dental, and vision plan provided by Blue Cross / Blue Shield of NC, with company paying 80% of monthly premiums
• Opportunity to participate in our Flexible Spending Accounts for Dependent Care and Health Care
• Up to $1,000 per year of reimbursed personal health & wellness expenses.

Zoe is a fast-paced, flexible and highly collaborative environment. You will be provided with essential training required for your job, while also being expected to learn on the go and adapt as the business grows. Zoe's overall mission is to bring life to the families and caregivers we serve. We are all about making life easier and more fulfilling for our customers. Everything we do impacts our customers' and families' ability to care for their children. We are building an optimistic, fun, talented and service-oriented team to drive this mission.  To learn more visit: https://zoebaby.com/

We believe in equal opportunity for all and do not discriminate based on race, gender, age, disability, or any other protected characteristic. Any offer of employment is contingent upon the successful completion and return of a favorable background check.

How to Apply: 

To apply for this position please complete the following Google Form: https://forms.gle/vf3BadybGh7945iK7

This Google Form includes a few interest questions as well as requests you to upload a copy of your resume and a cover letter expressing your interest in this position.