Senior Manager of Customer Experience

About Us
Atomic is a venture studio that builds companies from scratch. We’re a team of seasoned entrepreneurs and operators who have built and scaled some of the most successful startups in the world. We specialize in creating disruptive businesses that solve real problems for e-commerce brands.

Role Summary

As Senior Manager of CX, you’ll oversee the daily operations of our customer support function—leading internal team members, managing BPO partners, and ensuring that every interaction reflects warmth, empathy, and commitment to our customers. You’ll collaborate closely with the Head of CX to bring processes, tools, and training to life, helping set the standard for what “white-glove” support means in the pet industry.

Key Responsibilities

• Supervise and coach frontline agents, ensuring they have the training, tools, and confidence to deliver exceptional service.

• Serve as the day-to-day point of contact for our external customer support partner(s), driving quality, alignment, and accountability.

• Partner with the Head of CX to identify customer sentiment trends and surface actionable feedback to internal teams.

• Monitor team performance metrics such as CSAT, response time, and resolution rate, and provide coaching and feedback to improve results.

• Serves as a primary point of escalation for day-to-day issues raised by both customers and front-line agents supporting a quick resolution

• Help implement new processes, SOPs, and macros to ensure a consistent customer experience as the brand scales

• Assist in onboarding and ongoing training for agents to maintain high quality and consistency across all communication channels

• Collaborate cross-functionally with marketing, product, and operations to advocate for the customer and continuously improve their experience

Qualifications

• 4+ years in a customer experience, customer support, or community management role, with at least 2 years in a leadership or supervisory position

• 1-2 + years experience managing or partnering with BPOs

• Background in e-commerce, subscription, or DTC brands, ideally in a nutrition or pet category

• Excellent written and verbal communication skills with a natural, empathetic tone

• Comfortable in startup environments, resourceful, adaptable, and excited to help build from zero

• Familiarity with Gorgias, ZenDesk, Shopify, and social moderation tools (e.g., Sprout Social, or similar) preferred

• A genuine love for pets and a passion for creating experiences that strengthen the bond between pets and their humans

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

-----

Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.

Please review our CCPA policies here.