Mars Men · 16 hours ago
Head of Customer Experience
United States
Full-time
Remote
Lead/Staff, Director/Executive
3+ years expMars Men is looking for a Head of Customer Experience who knows how to build CX that feels human, scalable, and obsessively customer-centric. This role involves leading CX operations, managing BPO teams, and implementing AI tools to enhance customer experience in a fast-moving eCommerce environment.
Retail
Responsibilities
Run day-to-day support operations across email, chat, social, and SMS
Manage offshore/onshore BPO teams, ensuring quality, performance, and alignment with brand tone and standards
Forecast volume, staffing, and scheduling needs across channels; build systems for proactive planning
Identify opportunities to implement AI tools, macros, workflows, and automations that improve efficiency without sacrificing quality
Own Gorgias (or comparable help desk) setup, optimization, reporting, and integrations
Develop and maintain social moderation guidelines, escalation paths, and response frameworks to protect the brand
Improve retention and reduce churn through thoughtful support flows, proactive outreach, and subscription management best practices
Work closely with marketing, ops, product, and creative to close customer feedback loops and solve customer-impacting challenges quickly
Build dashboards, track KPIs, and communicate insights that influence business decisions
Qualification
Required
3–5 years of CX management experience, ideally within high-growth eCommerce or subscription-based brands
Experienced in managing BPOs — you know how to set expectations, monitor performance, and develop training that scales
Deep understanding of workforce planning, including forecasting, scheduling, and capacity modeling
Strong with AI, automation, and helpdesk tooling — you've built macros, rules, workflows, and automated processes at scale
Gorgias native (or strong experience with similar platforms like Zendesk, Gladly, or Kustomer)
Experienced with social customer care — you can navigate fast-moving comment sections, DMs, and public-facing conversations with confidence and brand sensitivity
Ecommerce-savvy: You understand the customer lifecycle, why people churn, and how CX impacts LTV
Fast-moving and adaptable: You're comfortable pivoting, reprioritizing, and finding solutions in real time as needs shift
A systems thinker: You see patterns, anticipate problems before they hit the inbox, and design solutions that scale
Strong communicator: You can translate insights, advocate for the customer, and build trust across the org
Benefits
Competitive Compensation
Remote Work Environment
Autonomy & Ownership
Time Off
Parental Leave
Health Benefits
401(k)
Growth & Development
Company
Mars Men
Mars Men is a natural testosterone support supplement for men designed to support their testosterone in a safe, natural, and effective way.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase