Pirani Life Join Pirani Life, a small, purpose-driven company working to reduce single-use plastics. We design and ship reusable stainless steel drinkware from our warehouse outside Asheville, NC. Learn more at www.pirani.life. We are hiring a Customer Experience Manager to own and develop the customer experience function at Pirani Life. About the Role This is a hands-on leadership role responsible for both the day-to-day performance of our Customer Experience team and the systems, processes, and insights that make the customer experience better over time. You'll own the support operation from first contact through resolution, including customer questions, returns, warranty claims, reviews, escalations, and self-service tools. You'll also look beyond individual tickets to identify recurring problems, improve processes, and bring customer feedback back to the teams that can act on it. This role requires someone who can manage today's workload while building a better operation for tomorrow. You'll be expected to independently prioritize, make decisions, develop your team, and take ownership of departmental performance.

Responsibilities include:

Owning day-to-day customer support operations in Gorgias, with documented processes that keep the department consistent as it grows Setting response, resolution, CSAT, and other CX targets, and planning staffing and workflows to meet them, including during high-volume periods Handling escalations, exceptions, returns, and warranty claims Managing and improving helpdesk automation, AI-assisted support, routing, categorization, and reporting Building and maintaining customer self-service resources Identifying recurring customer issues and turning them into actionable improvements across the company Partnering with Operations, E-commerce, Marketing, and Social on customer communication and experience Leading hiring, onboarding, training, coaching, and performance management for the CX team What We're Looking For 3+ years of customer experience or customer support experience 1-2+ years leading a CX function or directly managing a support team Experience in a growing e-commerce or direct-to-consumer business Familiarity with Shopify-based customer journeys and helpdesk platforms such as Gorgias Comfortable working with automation, AI-assisted support tools, reporting, and KPIs Proven ability to coach and develop team members A strong writer who sounds warm and human, not scripted, with sound judgment Organized, analytical, and comfortable making decisions independently Able to stay calm and effective when volume is high and priorities are competing You'll Be Successful in

This Role If:

You build a Customer Experience department that runs effectively, gives customers clear ownership from first contact through resolution, and gets better over time. The goal isn't just to answer customers faster. It's to understand why they needed help in the first place and help Pirani fix those problems at the source. Position Details Full-time schedule, Monday-Friday Desk-based, in-person role Start date: ASAP Workload fluctuates seasonally, and peak periods may require increased pace or temporary schedule flexibility Perks & Benefits PTO and paid holidays Employee discount on Pirani products Discounts with local outdoor brand partners Opportunities for growth Supportive, mission-driven team How to Apply Apply via Indeed or email scott@pirani.life with your resume attached.

Expected hours:

40.0 per week

Benefits:

Employee discount Flexible schedule Paid time off Ability to

Commute:

Swannanoa, NC 28778 (Required)

Work Location:

In person