About the job Customer Service Manager
Job Description:
The Customer Experience Manager owns Lori Beds end-to-end customer support operation. Because our products are technical, assembly-driven, and high-value, this role requires deep experience supporting complex consumer products where accuracy, troubleshooting skill, and confident guidance are essential. You will manage our CX agents, handle escalations, build and maintain all CX systems and processes, and ensure fast, precise support across email, chat, and phone. The role demands an operator who can diagnose technical issues, translate customer feedback into insights, and uphold a high standard of clarity and rigor in every customer interaction.
This is a foundational operations role as we scale into new product lines and higher support volume. The Customer Experience Manager will define our service quality, create scalable systems, and shape the overall customer experience for a high-AOV, high-expectation customer base.
Key Responsibilities:
Team Management
Lead and manage the CX agent covering all support channels.
Provide coaching, QA reviews, performance feedback, and weekly 1:1s.
Ensure consistent adherence to tone, response structure, SLA targets, and SOPs.
Oversee scheduling, coverage planning, and workload balancing.
Step into support queues during high-volume periods or emergencies.
Escalation Handling
Own all high-complexity and high-risk customer cases.
Diagnose technical issues related to assembly, product functionality, hardware, and installation requirements.
Coordinate with internal teams and external partners to resolve issues quickly and accurately.
Build structured escalation paths for recurring technical problem types.
Serve as the authority on warranty, returns, replacements, and technical product troubleshooting.
CX Operations & Systems
Own CX platforms including configuration, workflows, automations, macros, triggers, tagging, and routing.
Maintain internal CX resources: SOPs, troubleshooting guides, warranty/returns libraries, technical diagnosis playbooks, and training materials.
Ensure all content is accurate and up-to-date from both a technical and policy perspective.
Identify system gaps and implement structured improvements.
Support Process Development
Build and refine CX workflows for technical troubleshooting, pre-purchase questions, post-purchase support, assembly issues, shipping issues, returns, and warranty.
Standardize diagnosis steps, required photo/video evidence, and assembly troubleshooting flows.
Maintain a clear, scalable process for identifying root causes in assembly or product issues.
Implement structured reporting for recurring technical issues and defect patterns.
Analytics & Continuous Improvement
Monitor SLAs, ticket volume, technical issue categories, CSAT, and trends.
Provide weekly insights on defect clusters, assembly friction points, incorrect installation patterns, and FAQ gaps.
Partner with Product on improving instructions, warnings, tolerances, and troubleshooting steps.
Partner with Operations on fulfillment accuracy, replacements, and logistics issues that drive CX tickets.
Customer Experience Strategy
Develop scalable support models for technical products across new SKUs and categories.
Define proactive communication for delays, launches, product changes, and engineering updates.
Own the post-purchase onboarding and education experience, ensuring customers understand installation and product usage.
Drive CX improvements that reduce technical contact ratio and increase customer satisfaction.
Cross-Functional Collaboration
Work with Operations on replacements, shipping exceptions, inventory issues, and logistics constraints.
Partner with Product on defect discovery, technical data gathering, and validation of engineering fixes.
Collaborate with Marketing on clarifying customer messaging, PDP accuracy, FAQ content, and review strategy.
Work with Website/Dev to improve clarity and accuracy of all product-support content.
Vendor & Partner Management
Coordinate escalations with fulfillment partners, service providers, and manufacturing or supply partners.
Oversee third-party assembly or service partners to ensure installation accuracy and customer outcomes.
Track partner performance and SLA consistency.
Platform Ownership
Maintain all CX software permissions, integrations, workflows, tagging systems, triggers, macros, and dashboards.
Oversee updates to FAQs and knowledge-base content across channels, especially technical support content.
Manage vendor renewals, feature audits, and performance evaluations.
Compliance & Administration
Maintain accurate warranty terms, return policies, escalation protocols, and technical documentation.
Ensure all public-facing CX content aligns with engineering specifications and compliance standards.
Manage ticket audits, communication logs, and internal reporting.
Process & System Ownership
Maintain all CX SOPs, playbooks, and training materials.
Build onboarding processes for future CX hires with a focus on technical proficiency.
Create templates for troubleshooting flows, escalations, replacements, and recovery workflows.
Continuously improve systems to increase speed, reduce error rates, and improve customer outcomes.
Qualifications:
5–7+ years in customer experience, customer support operations, or a similar role.
3+ years managing a support agent or support team.
Deep experience supporting technical, assembly-driven products with structured troubleshooting workflows. This is core to the role.
Significant experience in high-AOV DTC environments with complex post-purchase needs and high-stakes interactions.
Proven ability to diagnose product issues, request correct evidence, and guide customers through multi-step solutions.
Proficiency owning CX platforms including automations, macros, tagging systems, triggers, and reporting.
Strong operational mindset with experience building systems, SOPs, and processes from scratch.
Exceptional written communication and documentation skills; ability to define tone, structure, and confidence in all customer-facing content.
Calm, authoritative presence when handling escalations and sensitive cases.
Experience collaborating with Operations, Product, Marketing, and external partners.
Familiarity with fulfillment operations, replacements, carrier claims, and post-purchase logistics.