Customer Experience Manager

Rocky Talkie•Denver, CO

13d•$85 - $100

About The Position

Rocky Talkie is looking for a Customer Experience Manager to lead and evolve our CX function as we continue to grow. This role is a blend of team leadership, operational improvement, and hands-on support-focused on delivering a thoughtful, high-quality experience to every customer who reaches out to us. You’ll lead and support our Customer Experience team while continuously improving the systems, workflows, and tools that help our support operations run smoothly as Rocky Talkie grows. This role stays connected to the day-to-day experience, stepping in to support complex customer situations while also identifying patterns and opportunities to improve the overall customer journey. You’ll partner closely with Product, Engineering, Operations, and Marketing to surface customer insights, improve processes, and help ensure our products and support experience meet the needs of both our outdoor and professional users. As Rocky Talkie continues expanding globally, you’ll also help shape how CX operates across regions, time zones, and support channels. This role is a great fit for someone who enjoys developing teams, improving systems, and staying close to real customer interactions-someone who cares deeply about both the details and the bigger picture of the customer experience.

Requirements

5–8 years in Customer Experience, Customer Support, or related roles
3–5 years leading or managing CX or Support teams
Experience scaling CX operations in a growing company
Experience supporting consumer electronics, hardware, or technical products
Experience managing warranty, repair, or post-purchase service programs
Global or international customer support experience preferred
Experience working cross-functionally with Operations, Product, or Engineering teams

Nice To Haves

Experience in the outdoor industry, product marketing, or communications
Outdoor sports enthusiast
Experience with or interest in radios

Responsibilities

Lead, coach, and develop a high-performing Customer Experience team
Build structured onboarding and ongoing training programs
Establish clear performance expectations, feedback rhythms, and development paths
Foster a supportive, accountable, and customer-first team culture
Help team members grow their skills, confidence, and ownership
Model excellent communication and problem-solving
Stay connected to day-to-day CX operations
Identify operational gaps and build scalable CX workflows
Create documentation, playbooks, and systems in CX that improve consistency and efficiency across the company
Improve response quality, resolution ownership, and overall customer satisfaction
Balance operational efficiency with a high-touch, human-centered customer experience
Track and report key performance indicators (KPIs) related to customer satisfaction and experience.
Optimize how the team uses CX platforms including Gorgias, Shopify, ShipStation, Amazon Seller Central, and Okendo
Create and implement Macros, rules, and tags in Gorgias to optimize the customer experience.
Collaborate with relevant departments to address recurring customer issues.
Gather, analyze, and interpret customer feedback from various channels. Analyze customer journey data to identify pain points and areas for enhancement.
Support CX operations as Rocky Talkie expands internationally
Improve workflows across regions, time zones, and customer needs
Partner cross-functionally with Product, Engineering, Operations, and Marketing teams
Surface customer insights that influence product and operational decisions
Maintain comprehensive knowledge of existing and new products to assist customers effectively.
Use real customer interactions to guide training and continuous improvement
Step in to support complex escalations or sensitive customer situations
Receive and respond to customer inquiries related to product, warranty returns, order statuses, and shipment questions across all CRM platforms
Moderate reviews and questions for all direct-to-consumer channels.