Customer Experience Manager - Glade Optics

The Digital Stronghold•Breckenridge, CO

About The Position

The Customer Experience Manager is the voice of the customer at Glade Optics. This role oversees all customer-facing support channels, including email, chat, phone, and community engagement, while serving as a product expert and customer advocate. The position combines strategy and execution, focusing on improving systems, processes, and customer insights during the off-season, and leading a seasonal team of Customer Experience Representatives during peak season. The ideal candidate is an active skier or snowboarder who understands the gear, culture, and mindset of mountain athletes and can translate that knowledge into an exceptional customer experience.

Requirements

Active skier, snowboarder, or mountain sports enthusiast with strong knowledge of snowsports equipment and culture.
Experience managing customer support or customer experience functions.
Strong verbal and written communication skills.
Proven ability to handle customer escalations and difficult service situations.
Excellent organizational, analytical, and problem-solving skills.
Ability to balance strategic thinking with hands-on execution.
Passion for delivering exceptional customer experiences.

Nice To Haves

Experience leading, coaching, or managing teams.
Familiarity with e-commerce and direct-to-consumer brands.
Experience with Gorgias, Shopify, Loop Returns, Google Workspace, Microsoft Office, and modern customer support platforms.
Ability to use personal product expertise to educate customers and train team members.

Responsibilities

Lead the Customer Experience: Own customer support operations across email, chat, phone, and community channels. Ensure every customer interaction is efficient, authentic, and aligned with the Glade brand. Serve as the primary advocate for customer needs across the organization.
Improve Systems & Processes: Optimize support workflows, automation, and service technologies. Identify opportunities to improve response times, efficiency, and customer satisfaction. Maintain and enhance customer support documentation, knowledge bases, and SOPs.
Turn Customer Feedback Into Action: Analyze customer feedback, trends, and service metrics. Deliver actionable insights to Product, Marketing, Operations, and Leadership teams. Help shape product improvements and business decisions based on customer needs.
Lead a Seasonal Team: Recruit, onboard, train, and coach seasonal Customer Experience Representatives. Manage approximately 3–4 direct reports during peak season. Create a positive, accountable, and customer-focused team culture.
Resolve Complex Customer Issues: Handle escalated customer situations with empathy and professionalism. Drive solutions that strengthen customer trust, satisfaction, and long-term loyalty.
Build Community & Brand Advocacy: Engage with customers beyond traditional support channels. Foster meaningful relationships that strengthen the Glade community and brand affinity. Represent the authentic voice of the customer internally and externally.