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CX Manager

Summary

We are seeking an experienced Customer Experience Manager to elevate and operationalize the customer journey at Heart & Soil. In this role, you will own and optimize our customer engagement channels across email, phone, chat, SMS, social, and other customer-facing touchpoints, ensuring operational excellence, a consistent brand voice, and an experience that delights customers at every stage.

Many of our CX processes are already well established. Your role is to execute them, delegate ownership to senior team members, identify inefficiencies, and continually evolve our systems, workflows, and resources as we scale. You will coach and develop the CX team, improve response quality, and surface customer insights that meaningfully impact operations, products, and marketing.

This role is cross-functional, collaborating closely with Marketing, Operations, Research, and Fulfillment to ensure customer needs are addressed quickly and aligned with Heart & Soil’s mission. You will report directly to the Director of Marketing.

Requirements for the role include being local to the Austin area (or willing to relocate), demonstrated experience in a similar role, and a passion for the Heart & Soil mission.

Who You Are

You are self-motivated, results-driven, and bring a team-first mindset. You operate with a strong bias toward action, high personal standards, and deep ownership of your work. You enjoy building systems, improving processes, coaching team members, and using data to drive decisions.

You thrive in a fast-paced environment, communicate clearly, and enjoy getting into the details. You take a genuine interest in health, fitness, and nutrition, and ideally live an animal-based lifestyle.

What You Will Do (Responsibilities)

In this role, you will:

• Lead and manage all customer engagement channels, including email, phone, chat, SMS, social, and emerging platforms.
• Own and optimize Heart & Soil’s customer experience operations, ensuring timely, accurate, and brand-aligned support.
• Delegate core processes to senior CX team members to ensure clarity, accountability, and smooth team execution.
• Improve response quality and team capability through coaching, QA reviews, and ongoing training and development.
• Maintain and continuously refine the accuracy of customer-facing resources, including FAQs, macros, workflows, content, and automated templates.
• Monitor customer trends, strengthen internal tracking and tagging systems, and work cross-functionally with Marketing and Operations to improve proactive inventory, shipping, and fulfillment communications.
• Oversee publishing, screening, and responding to customer reviews across our review and loyalty platforms.
• Support major launches, promotions, campaigns, and events, ensuring seamless CX execution.
• Develop a strong working understanding of our manufacturing, supply chain, and quality control processes to support clear communication with customers.
• Collaborate with the Customer Success team on surprise-and-delight initiatives and proactive customer engagement strategies.
• Identify opportunities to improve efficiency through tech stack improvements, automation, and AI-driven enhancements.

Who You Are (Qualifications)

• Bachelor’s degree in Marketing, Customer Relations, Nutrition, or a related field.
• 2+ years of e-commerce management experience, ideally in a CPG or fast-growing DTC brand.
• 3+ years of management experience, preferably in customer support or a related area.
• Experience with:
  • Gorgias, Shopify, Klaviyo, Subscription management platforms (Recharge, Stay AI, Skio, etc.), Slack, Asana, 3PL systems (e.g., ShipFusion or similar), Notion
• Strong analytical skills and the ability to turn data into actionable insights.
• Excellent communication and relationship-building skills.
• Highly organized with strong follow-through and attention to detail.
• Able to manage multiple projects and deadlines in a fast-paced environment.
• Strong proficiency in Google Workplace
• Experience implementing AI solutions across processes and systems.
• Ability to occasionally provide after-hours or weekend support.
• Highly responsive, team-oriented, and driven by results.
• Prior knowledge of / experience with an Animal-Based lifestyle and diet preferred.