Customer Experience Manager

About VITURE

VITURE is a rapidly expanding XR glasses company in the United States and has grown into the country’s leading brand in just four years. The company is reshaping how people enjoy gaming, productivity, and entertainment while on the move, with a focus on delivering not only advanced technology but also a polished, premium lifestyle experience. As the business expands internationally, VITURE is seeking experienced leaders who are passionate about creating exceptional experiences for users.

Role Overview

VITURE is hiring a Senior Customer Experience Manager to strengthen the full customer journey for its users. This is more than a support-management position; it requires someone who can champion the customer perspective from the first research stage through unboxing, setup, app connection, and ongoing use of the product. The role involves identifying friction points, partnering with Product, Marketing, Engineering, and Operations, and driving improvements that meaningfully enhance the experience.

The position also plays a strategic part in improving customer experience processes, building scalable support models, streamlining support operations, and acting as the final point of escalation for complex customer issues. Reporting to the Operations Director, this role serves as an operational and strategic partner in scaling CX initiatives and strengthening the support function overall.

Responsibilities

• Track and improve the full customer journey across checkout, shipping communication, unboxing, setup, firmware updates, and after-sales support.
• Create structured ways to gather customer feedback, review patterns from tickets, surveys, and product feedback, and turn them into practical recommendations for product teams.
• Manage, coach, and expand the customer support team while creating training that prepares the team to handle technical issues with clarity, empathy, and a premium tone.
• Own core customer experience metrics such as NPS, CSAT, CES, and FCR, and use them to guide performance improvements.
• Enhance self-service resources, including help center content, FAQs, and video guides, while introducing automation and AI tools thoughtfully without losing human support quality.
• Serve as the link between customer experience and other departments, ensuring bugs, product issues, and hardware pain points are escalated and resolved quickly.

Requirements

• At least 4 years of experience in customer experience, support operations, or customer success, including 2 or more years in a leadership or management capacity.
• Background in consumer electronics, direct-to-consumer hardware, e-commerce, gaming, or premium technology is strongly preferred, especially with experience handling shipping, RMAs, and hardware troubleshooting.
• Strong analytical ability to evaluate data from feedback platforms and support systems, identify trends, and build compelling business cases for change.
• Hands-on experience with CX and commerce tools such as Zendesk, Gorgias, Shopify, and Qualtrics, along with experience implementing AI agent tools and improving SOPs from scratch.
• Ability to stay calm, show empathy, de-escalate difficult conversations, and work effectively in a fast-moving startup environment.
• Excellent communication skills, including the ability to simplify technical topics for customers and present CX strategy to leadership.
• Proactive mindset with the ability to identify recurring issues early, propose solutions, and keep stakeholders aligned.

Preferred Qualifications

• Experience scaling support and operations across multiple regions, time zones, and international markets.
• Strong knowledge of e-commerce fulfillment and international shipping workflows.
• Proven ability to collaborate across hardware, software, marketing, and supply chain teams to launch customer-focused initiatives.

What We Offer

• The chance to help shape the next generation of AI glasses and influence how people interact with wearable intelligence.
• An AI-first work environment where artificial intelligence is deeply embedded in everyday tools, workflows, and product development.
• A key role in defining customer strategy for the fastest-growing XR brand in the United States.
• A competitive compensation package with base pay of $90,000 to $120,000, plus discretionary bonus and equity, with total compensation depending on level, experience, and qualifications.
• Comprehensive medical, dental, and vision coverage, plus a 401(k) plan with company match.
• Flexible working hours, PTO, sick leave, and parental leave.
• A collaborative, inclusive, and design-focused workplace.

Additional Information

VITURE is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, veteran status, or any other status protected by law. The company is committed to maintaining an inclusive workplace for all employees.

This position requires the ability to work at a computer workstation for extended periods.