Customer Experience Manager

Sesame • San Francisco, CA

5d

About The Position

We’re looking for a Customer Experience Manager to build and lead our support function from the ground up. At Sesame, the customer experience when something goes wrong matters just as much as the product itself, and we want to raise the bar for what great support looks like in an era of AI. You’ll be the first person in, writing the playbook as you go: handling tickets yourself while simultaneously designing the systems, processes, and team that will scale. You’ll be close to the product, close to the customer, and joining at a time when you get to influence how we go to market with the right support programs in place. The right person for this role is equal parts operator and customer advocate. You bring deep experience supporting consumer products (hardware and/or software), a genuine obsession with customer empathy, and the conviction that support can be a brand differentiator. You're excited to define what best-in-class looks like for a premium product, and you have a real point of view on what great support means in a world where AI is changing the tools, the expectations, and the experience itself.

Requirements

• 5+ years of customer support experience, including at least 2 years in a lead or management role.
• Strong understanding of consumer product support best practices.
• Experience with support tools and ticketing systems (Zendesk, Intercom, or similar).
• Experience supporting consumer software products.
• Experience building knowledge bases, help centers, and self-service tools.
• Experience working with outsourced support vendors.
• Proven ability to build support processes from scratch while remaining deeply involved in hands-on customer interactions.

Nice To Haves

• Experience supporting consumer hardware products.
• Experience with support analytics, reporting, and KPI development.
• Experience with warranty, returns, and repair workflows for consumer electronics.
• Experience supporting products on iOS and Android.

Responsibilities

• Lead customer support across hardware and software to deliver outstanding customer experiences.
• Build and execute a vision for best-in-class, scalable support in an era of AI, and set up KPIs and tooling to reach that north star.
• Grow and mentor a team of support specialists with a culture rooted in customer empathy.
• Develop and implement support processes, workflows, and documentation that cover the full product experience, including software subscriptions, physical product returns, and more.
• Partner with marketing to build a modern help center that is accessible across our platforms.
• Create opportunities for self-service support and scalable solutions.
• Partner with marketing, engineering, product, and QA teams to surface customer insights and drive product improvements.
• Identify, document, and escalate critical issues through hands-on troubleshooting and cross-team collaboration.
• Help triage incoming issues and work with teams to prioritize fixes based on severity, user impact, and customer sentiment.

Benefits

• 401 (k) max employer match: 3.5% of compensation
• 100% employer-paid health, vision, and dental benefits for you and your dependents
• Unlimited PTO and sick time
• Flexible spending account with employer matching up to $1,650/year (medical FSA)
• Guardian Employee Assistance Program (EAP)
• Opportunity to share in the company's success with competitive stock options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed