Customer Experience Lead: Build & Scale Support Systems

Nicely Co.; Tulsa (OK); On-site; USD 60,000 - 90,000; Full time

Job summary

Nicely Co. seeks a Customer Experience Manager to lead timely customer care, accurate troubleshooting, empathetic communication, and thoughtful escalation.

You will turn company priorities into clear work plans and own outcomes while partnering with colleagues across functions to build scalable support systems. As an early-stage company, you will help create processes and internal systems, document decisions, and advocate for customer needs.

Qualifications

• Experience in timely customer care and empathetic communication.
• Strong judgment and ownership for scope of Customer Experience Manager.
• Excellent written and verbal communication with cross-functional partners.
• Ability to organize ambiguous work and document decisions.
• Commitment to confidentiality, security, and inclusive collaboration.

Responsibilities

• Own day-to-day work across timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Translate priorities of the Customer Experience Manager role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.

Skills

Customer care

Troubleshooting

Communication

Documentation

Ownership

Process improvement

Job description

Nicely Co. seeks a Customer Experience Manager to lead timely customer care, accurate troubleshooting, empathetic communication, and thoughtful escalation.

You will turn company priorities into clear work plans and own outcomes while partnering with colleagues across functions to build scalable support systems. As an early-stage company, you will help create processes and internal systems, document decisions, and advocate for customer needs.