Cirkul · 8 hours ago
Customer Experience Manager
Tampa, FL
Full-time
Onsite
Senior Level
5+ years expCirkul is a rapidly growing company on a mission to transform how beverages are developed, distributed, and enjoyed. They are seeking a passionate and results-driven Customer Experience Manager to lead their team of agents, ensuring exceptional support for customers across various channels.
Consumer GoodsFood and BeverageWater
No H1B
Responsibilities
Ensure your team has a clear understanding of set goals and KPIs, and hold them accountable to high standards
Analyze team performance metrics and customer feedback to identify trends, opportunities, and areas for improvement
Champion a continuous improvement mindset across the team
Own the customer experience across all support channels (chat, email, phone) — ensuring customers feel heard, helped, and delighted
Oversee workforce management, making data-informed forecasting and scheduling recommendations to optimize coverage and efficiency
Manage escalations and critical incidents with urgency and empathy
Use data to drive business decisions, streamline processes, and improve resolution times and CSAT
Identify and implement tools and technologies to improve team workflows and customer experience
Partner with cross-functional teams, including Marketing, Product, Operations, and Fulfillment, to advocate for the customer and influence change within the Customer Experience team
Collaborate closely with CX leadership to align strategies and scale best practices
Work closely with agents to educate, train, and encourage high performance and growth
Foster a team culture of accountability, transparency, and mutual respect
Develop and mentor leads and supervisors to become future leaders in the organization
Be a voice for the customer inside the organization
Maintain a deep understanding of our products, services, and policies to empower your team to deliver best-in-class support
Qualification
Required
5+ years of experience in a customer experience leadership role, preferably in a high-growth DTC or eCommerce environment
Proven experience managing large teams, including supervisors and team leads
Strong understanding of support tools and platforms (Gorgias, ShipStation, Salesforce, etc.)
Excellent communication, coaching, and conflict resolution skills
Analytical mindset with experience using data to drive performance and strategic decisions
Empathetic leader who thrives in a collaborative, fast-paced setting
Bachelor's degree or equivalent work experience
Benefits
Generous benefits, 401k match, and PTO (even insurance for your fur babies!)
Employee discounts on Cirkul products
New corporate office space with great amenities
Company
Cirkul
Cirkul is a beverage company that makes drinking water with delicious and nutritious flavors.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$111.57MKey Investors
SC.HoldingsAF Ventures
2022-06-13Series C· $70M
2021-08-12Series B· $30M
2020-09-17Series Unknown· $6.7M
Leadership Team
Garrett Waggoner
CEO/Founder
Andy Gay
Founder/President
Recent News
EIN Presswire
2025-09-04
2025-07-16
Seattle TechFlash
2025-06-11
Company data provided by crunchbase