Customer Experience Join Journey Manager
BrightseedSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
$80,000 – $110,000Compensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
E-commerce, Pet Industry, Venture StudioIndustries
Requirements
- 4+ years in a customer experience, customer support, or community management role, with at least 2 years in a leadership or supervisory position
- 1-2+ years experience managing or partnering with BPOs
- Background in e-commerce, subscription, or DTC brands, ideally in a nutrition or pet category
- Excellent written and verbal communication skills with a natural, empathetic tone
- Comfortable in startup environments, resourceful, adaptable, and excited to help build from zero
- Familiarity with Gorgias, ZenDesk, Shopify, and social moderation tools (e.g., Sprout Social, or similar) preferred
- A genuine love for pets and a passion for creating experiences that strengthen the bond between pets and their humans
Responsibilities
- Supervise and coach frontline agents, ensuring they have the training, tools, and confidence to deliver exceptional service
- Serve as the day-to-day point of contact for our external customer support partner(s), driving quality, alignment, and accountability
- Partner with the Head of CX to identify customer sentiment trends and surface actionable feedback to internal teams
- Monitor team performance metrics such as CSAT, response time, and resolution rate, and provide coaching and feedback to improve results
- Serve as a primary point of escalation for day-to-day issues raised by both customers and front-line agents supporting a quick resolution
- Help implement new processes, SOPs, and macros to ensure a consistent customer experience as the brand scales
- Assist in onboarding and ongoing training for agents to maintain high quality and consistency across all communication channels
- Collaborate cross-functionally with marketing, product, and operations to advocate for the customer and continuously improve their experience
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary range for the Senior Manager of Customer Experience role?
The salary range is $80K - $110K.
Is this position remote?
Yes, the position is fully remote.
What experience and skills are required for this role?
Candidates need 4+ years in customer experience, support, or community management with 2+ years in leadership, 1-2+ years managing BPOs, background in e-commerce or DTC brands (ideally pet/nutrition), excellent communication skills, and familiarity with tools like Gorgias, Zendesk, and Shopify.
What is the company culture like at Atomic?
Atomic is a venture studio building companies from scratch in a startup environment, with a team of seasoned entrepreneurs focused on creating disruptive e-commerce businesses, emphasizing diversity, inclusivity, resourcefulness, adaptability, and a passion for pets.
What makes a strong candidate for this role?
Strong candidates have the required experience in CX leadership and BPOs, e-commerce background (especially pet/nutrition), tool familiarity, empathetic communication, and startup adaptability; even if not meeting 100% of qualifications, Atomic encourages excited applicants to apply.
Atomic
Offers fractional trading and alternative investments
About Atomic
AtomicVest offers investment solutions in the fintech sector, focusing on individual investors and financial advisors. The company specializes in fractional trading, allowing users to buy and sell stocks in any dollar amount, which helps diversify portfolios without needing large sums of money. Additionally, AtomicVest provides alternative investing options, including commodities and real estate, to enhance returns and reduce risk. Its developer-friendly APIs and customizable platform set it apart from competitors, with the goal of transforming the investment landscape through flexible and personalized options.
San Francisco, CaliforniaHeadquarters
2020Year Founded
$24.4MTotal Funding
SERIES_ACompany Stage
Enterprise Software, Fintech, Financial ServicesIndustries
11-50Employees
Benefits
Health Insurance
Vision Insurance
Dental Insurance
Unlimited Paid Time Off
Hybrid Work Options
Company Equity
Risks
Increased competition from fintech companies offering similar API-driven solutions.
Regulatory scrutiny could lead to higher compliance costs for Atomic.
Economic downturns may reduce consumer interest in investing.
Differentiation
Atomic offers fractional trading, allowing investments with any dollar amount.
Developer-friendly APIs enable seamless integration with other financial platforms.
Customizable front-end experiences cater to specific design and user needs.
Upsides
Increased interest in fractional trading among millennials and Gen Z.
Growing demand for alternative investments like real estate and private equity.
The rise of embedded finance creates new opportunities for Atomic.
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