Senior Customer Experience Manager

MeUndies is a Los Angeles, CA-based underwear and loungewear company best known for its softer-than-soft basics. Founded in 2011, MeUndies disrupted the $110B underwear industry with the first online underwear subscription. Since then, the brand has inspired a passionate community of undie-obsessed individuals with its bold, comfortable products. And that’s only the beginning…


Today MeUndies has sold more than thirty million pairs of underwear and is profitable with double-digit YoY growth. It continues to redefine the subscription market by evolving the transactional subscription to a membership centered on community and relationships with the brand.


The innovative direct-to-consumer brand offers multiple purchasing options, including singles, packs, matching pairs, and monthly membership.


Please note that this is a hybrid position of 4 days/week in our Los Angeles office


What You'll Do

  • Manage our 50+ person customer support team based in Davao, Philippines, ensuring they are motivated, effective, and exceeding expectations.
  • Be the wizard behind the curtain, harnessing new tech and processes to make our customer support smoother than our micromodal fabric.
  • Innovate and iterate on our Cheeksquad service models to exceed all core KPIs—covering all channels from chat to tweets.
  • Collaborate with the VP of Customer Experience on CX organizational development, strategic initiatives, and cultivating a team that prioritizes customer satisfaction above all
  • Champion the voice of the customer within the organization, ensuring customer feedback is used to improve our product offerings and services
  • Provide effective reporting to peers and management on KPIs, key objectives, and measures
  • Analyze and report on top customer trends to identify opportunities for training, process, or product improvement
  • Cultivate a dynamic and motivating environment for our Cheeksquad leaders, providing guidance, recognition, and development opportunities to team members

What You Have

  • Bachelor's degree in business, communication or equivalent discipline. A Master's degree is a plus.
  • 3-5 years of experience managing and leading customer support organizations, ideally in e-commerce, retail or related industries that include subscription services
  • Experience with CRM and e-commerce platforms, Kustomer and Shopify preferred
  • Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs
  • Deep experience in evaluating and managing BPOs and other partners to deliver on established SLAs
  • Exceptional team leader, with a proven track record in building out brilliant and highly agile teams and departments, preferably at high-growth apparel or consumer businesses
  • Highly motivated dreamer & doer, adept at both strategic high-level thinking as well as execution
  • Able to travel internationally as needed for in-person collaboration with our BPO in the Philippines


The base salary range for this full-time position is $124,000 -$168,000. Within this range, individual pay is determined by various factors, including job-related skills, experience, and relevant education or training. Please note that the base salary range provided in this posting does not include any bonus, equity, or benefits you may be eligible for.


WHY WORK AT MEUNDIES?


It's more than a job.

We have focused on building a team of people who emulate our core values. We look for people who stay balanced, go further, build relationships, champion differences, and are humble. At MeUndies, we continue to maintain a stellar brand by working collaboratively and encouraging growth with learning opportunities. There is no such thing as a small achievement here - we celebrate it all! 


We look at the necessities.

We offer competitive equity/salary packages, including targeted annual bonuses, generous parental leave, a 401k, fantastic health benefits, open time off, and more. 


We have an office you’ll enjoy going to.

We work in our office Monday - Thursday. Friday is a remote/work-from-home day. We’re set up to support comfortable working - hot desks, lounge, and casual seating areas, a Mother’s Room, an on-site gym & shower, and a kitchen that makes you feel like you’ve never left home. We’re dog-friendly, so your furry coworker can join you anytime. 


We don’t forget the most important things.

We want MeUndies to be a place where you feel safe and comfortable, and we encourage our employees to hold us accountable for keeping it that way. We encourage open communication and a People Ops team that is ready to help. When you work at MeUndies, we take your needs as an employee (and a person) seriously. Our doors are always welcome to feedback and suggestions!


Plus those special extra things.

We also know how important it is to connect with your team members outside of everyday work. We offer catered lunches every in-office day, holiday parties, off-sites, happy hours, and an annual retreat. You’ll also get a sweet employee discount to rebuild your underwear drawer with our top-notch prints. 


MeUndies is an equal opportunity employer and is committed to providing a workplace and hiring process free from discrimination. All employment decisions will be made, and all qualified applicants will be considered, without regard to age, race, creed, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), ethnicity, national origin, ancestry, disability status, veteran status, genetic information, marital status, citizenship status or other legally protected characteristic protected by federal, state, or local law.  In addition, MeUndies will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.


Growth Marketing

Culver City, CA

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