Head of Customer Experience

Manta Sleep; Remote; GBP 150,000 - 200,000; Full time

Job summary

A leading sleep product company is seeking a Head of Customer Experience to revolutionize their customer interactions and journey. You will lead a dedicated team, embedding new standards and leveraging customer data to enhance retention and drive loyalty. Key responsibilities include implementing automation, shaping brand experiences, and collaborating with marketing and product teams. Ideal candidates will have extensive experience in CX for ecommerce and a proven track record in team building and transformation.

Benefits

Unlimited vacation and sick leave

Bonus program

Paid personal growth budget

Qualifications

• 5+ years leading Customer Experience in ecommerce.
• Experience in building and transforming CX teams.
• Ability to coach and structure a global team.

Responsibilities

• Lead, coach, and develop a team of CX specialists.
• Implement automation and AI tools for improvements.
• Build customer journeys across various channels.

Skills

Customer journey design

Team leadership

Data analysis

Automation implementation

Customer insights utilization

Tools

Richpanel

Shopify

Klaviyo

Zapier

Make

Job description

A Head of Customer Experience Who Turns Support Into a Growth Engine 🦸

We are Manta Sleep, the company dedicated to helping the world experience total darkness and, in turn, total rest.

We believe that great sleep is the non-negotiable foundation for a great life. That belief drives us to obsessively design, test, and craft the world's most comfortable, effective, and modular sleep masks and related products.

If you are passionate about innovation, comfort, and well-being, and want to contribute to a mission that genuinely improves people's lives, then you belong on the Manta Sleep team.

TL;DR (because attention spans are real) :

We are looking for a Head of Customer Experience to rebuild our customer journey from the ground up. Our support team has long delivered friendly, timely responses, and now we want to evolve CX into a strategic engine - boosting retention, generating insights for marketing and product, implementing AI and automation, and creating a brand experience that truly connects with customers. You will lead and structure a growing team, set new standards of excellence, unlock value from customer data, and create programs that drive loyalty and lifetime value. If you’ve led CX at a fast-growing ecommerce brand, built systems, and turned customer interactions into business results, we want to hear from you.

Proficiency in English as a first language is essential for this role.

Time zone : Full-time within Asia, South Africa or Europe

Salary : Negotiable

Trial Period : All candidates will complete a paid trial assignment - more details below.

👀 WHO WE ACTUALLY NEED (and who we don’t)

This is not for someone who :

• Wants a side hustle or is juggling freelance work.
• Has only handled basic help desk support or focused on response time metrics.
• Manages, waits, reacts, or needs step by step instructions.
• Wants to maintain what already exists instead of building something better.

This is however for someone who :

• Has 5+ years leading Customer Experience or CX Operations for fast growing ecommerce brands, ideally between 20M and 100M in revenue.
• Has built or transformed CX teams, systems, and processes, not just managed day to day support.
• Can design customer journeys, improve retention, and implement automation that reduces friction.
• Has run Voice of Customer programs and knows how to turn customer insights into better products, stronger content, and improved marketing.
• Is confident with data, able to build dashboards, and comfortable working with metrics like NPS, CSAT, LTV, retention, response times, resolution, cohorts, and churn signals.
• Has collaborated across marketing, product, and operations to reduce refunds, fix funnel issues, and increase repeat purchase behavior.
• Is tech savvy and fluent with tools like Richpanel, Shopify, Klaviyo, Zapier, Make, Postscript, and review platforms like Okendo and TrustPilot.
• Knows how to build strong knowledge bases and self service systems that reduce ticket volume and boost customer satisfaction.
• Understands the difference between support and experience, and designs systems that prevent issues rather than just react to them.
• Can coach, elevate, and structure a global team, including introducing pods or specialization when needed.
• Communicates clearly and brings alignment across departments.
• Thrives in a builder environment, takes ownership, and brings new ideas and solutions forward.
• Is strategic but also hands on, able to design systems and actually implement them.
• Is analytical, curious about customer behavior, and motivated by solving root problems.
• Understands retention, loyalty, and the full customer lifecycle.
• Operates with a builder mindset, always creating, upgrading, and improving.

🎯 WHAT YOU’LL BE DOING

Team leadership

Lead, coach, and develop a team of CX specialists.

Introduce team structure such as support pods for basic support, sleep success, data, and retention.

Build clear SOPs, quality guidelines, and performance expectations for the team.

Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints.

Ensure every interaction reflects the brand personality and voice.

Transformational changes to level up our process

Implement automation and AI tools that improve speed, personalization, and consistency.

Build a complete knowledge base and self service experience that cuts down repetitive tickets.

Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV.

Create customer journeys across email, chat, social channels, and other touchpoints.

Improve personalization using purchase history, customer data, and zero party data.

Track and improve the full customer journey, not just the support inbox.

Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels.

Define how customers should feel when they interact with Manta Sleep and uphold that standard.

Transformational changes to level up our process

Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs.

Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging.

Present regular data findings to marketing, product, and leadership with clear next steps.

Work with marketing on retention campaigns, loyalty flows, and customer community building.

Partner with product to address recurring issues, product quality concerns, and new product opportunities.

Collaborate with social media to ensure customer questions are handled quickly and consistently.

Make CX a core input into product and marketing decisions.

New standards of excellence

Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more.

Set new quality standards and KPIs based on industry best practice.

🎁 WHAT YOU GET

Bonus Program - Paid quarterly to the entire team when we hit our objectives

Fully remote with async flexibility

Unlimited vacation and sick leave days

Paid courses, coaching, and personal growth budget to help you level up

We trust you to own your work and drive results

💼 HOW WE HIRE

We believe in being clear and respectful of your time. Here’s exactly what to expect :

Application form : a few short questions and mini tasks to get a feel for your thinking.

HR Screening interview : This is a 30 - 45 minute interview to determine initial culture and role fit.

Technical Interview : a 60-minute conversation with the hiring manager to dig deeper into your experience, mindset, and fit.

Paid test assignment : a realistic task (2–3 days to complete) that reflects the kind of work you’d actually do here.

Final Interview : Usually with our CEO, as a final seal of approval

Offer + onboarding : if it’s a match, we move quickly

If we’ve interviewed you, we won’t ghost you.

No five-round interview circus.

Just a fair, focused process designed to find the right fit for both sides.