Head 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.

We’re a venture-backed stealth startup on a mission to reimagine a CPG category that's long overdue for a shakeup. Our goal? To make everyday care easier, more intuitive, and more joyful. We're building a brand anchored in trust, community, and personality—and as we prepare for launch, we’re looking for a visionary Creative Director to shape and scale our creative universe from the ground up.

The Role

As our Head of Customer Experience, you’ll be responsible for shaping the full lifecycle of the customer journey—from first touch to long-term retention. You’ll set the strategy, build the function, hire the team, and implement the tools needed to deliver a best-in-class CX program that delights customers and drives loyalty. You’ll work cross-functionally with product, marketing, and operations to ensure customer insights are embedded into every business decision.

This is a rare opportunity to shape the soul of a brand and experience from the ground up, with strong backing and room to move fast.

What You’ll Do

• Design and lead the end-to-end customer experience strategy from the ground up, including support operations, community building, and customer feedback loops
• Build and manage a small, high-performing team of CX agents (in-house or BPO), with scalable processes and tools
• Develop support infrastructure and implement systems (e.g. Zendesk, Gorgias, Intercom) to manage customer inquiries with high efficiency and empathy
• Create policies, scripts, and workflows that reflect our brand voice and values
• Monitor and optimize key CX metrics: CSAT, NPS, FCR, response times, etc.
• Serve as the voice of the customer across the organization, bringing insights to product and brand teams to shape roadmap and messaging
• Implement and manage knowledge bases, self-service tools, and proactive customer education content
• Work closely with operations to troubleshoot logistics, fulfillment, or product quality issues
• Drive retention through personalized, human-first support and post-purchase engagement

Who You Are

• 8+ years of experience in customer experience or support operations, ideally in CPG, DTC, or early-stage startups
• Experience setting up and scaling support systems from scratch (bonus for experience with tools like Gorgias, Help Scout, or Intercom).
• Your experience allows you to be a self-starter in this new setting, building all the tools needed with limited guidance
• Excellent written and verbal communication skills; able to balance empathy and efficiency
• Analytical and process-driven; comfortable digging into data to optimize workflows and improve performance
• Deep customer empathy with a bias toward action—you're scrappy, hands-on, and results-oriented
• Strong leadership and people management experience with a passion for team development, all with a vision towards scale
• Experience with high-touch, high-engagement products in a subscription environment a strong plus
• Bonus: Experience with physical product fulfillment, reverse logistics, or managing CX during a brand launch

Why Join Us?

• Join an experienced founding team backed by Atomic, one of the top venture studios in the world
• Own and shape a core function at the earliest stage of a high-growth brand
• Work at the intersection of brand, product, and operations
• Competitive comp + equity + benefits
• Build something people genuinely love

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.

Employment Details

• Salary: $150K - $180K
• Location Type: Remote
• Employment Type: FullTime

Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation.