Customer Experience Manager

Bare Performance Nutrition; Round Rock (TX); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with employer match

Paid parental leave

Flexible PTO policy

Free lunch, drinks, and snacks in the_

Job summary

Bare Performance Nutrition (BPN) is seeking a Customer Experience Manager in Round Rock, Texas to lead our CX team and uphold best-in-class service across all touchpoints.

The role requires hands-on leadership, process optimization, and collaboration with product and marketing to enhance the customer journey.

Qualifications

• 2–4 years of customer support experience required.
• 1–3 years of management experience preferred.
• Experience leading a multi-tier support team.
• Experience building or refining training programs and materials.
• Strong analytical skills and metric reporting.

Responsibilities

• Oversee daily CX operations and advocate for the customer.
• Maintain product knowledge and tech used by the team.
• Monitor data to track satisfaction, identify trends, and propose improvements.
• Maintain and train the AI customer service agent to stay on-brand.
• Create and maintain training materials for the team.
• Own onboarding/training for new hires (FTE, PTE, BPO).
• Serve as final escalation point for complex customer issues.
• Manage performance standards with regular feedback and reviews.
• Review fraudulent activity and respond to chargebacks.
• Stay updated on product offerings and promotions to inform the team.
• Collaborate across CX and other departments to improve processes.

Skills

Communication

Leadership

Customer advocacy

Problem solving

Technical skills

Time management

Adaptability

Teamwork

Education

2-4 years customer support

1-3 years management experience

Experience leading multi-tier team

Training program development

Strong analytical skills

Tools

Gorgias

Zendesk

CRM tools

AI-powered support agents

Job description

The Customer Experience Manager is responsible for overseeing the daily operations of the Customer Experience (CX) team. Fully trained across all department responsibilities, this person is a subject matter expert on every task and responsibility within the CX function. They are a top advocate for the BPN customer and lead the team to deliver a best‑in‑class experience at every touchpoint.

Job Title: Customer Experience Manager

Location: Round Rock, Texas

Department: Customer Experience

Reports to: Chief Growth Officer

Job Summary

The Customer Experience Manager is responsible for overseeing the daily operations of the Customer Experience (CX) team. Fully trained across all department responsibilities, this person is a subject matter expert on every task and responsibility within the CX function. They are a top advocate for the BPN customer and lead the team to deliver a best‑in‑class experience at every touchpoint.

Key Responsibilities

• Implement team policies and procedures for effective, efficient operation of the CX team
• Maintain proficiency in product knowledge and all databases/technology used across the team, providing troubleshooting support as needed
• Monitor data and reporting to track customer satisfaction, identify trends, and develop solutions, surfacing operational improvement opportunities and funneling key insights and recommendations to leadership on a consistent weekly cadence
• Maintain and train BPN's AI customer service agent, ensuring responses stay accurate, on-brand, and aligned with current policies and product knowledge
• Create and maintain training materials and resources for the team
• Own and maintain the training process for new hires (FTE, PTE, BPO), including on-the-job training for all team members
• Serve as the final point of escalation for complex or sensitive customer issues
• Manage performance standards for the CX team's daily workflow, providing ongoing feedback through bi-weekly/monthly meetings, skip-level check-ins, and annual reviews
• Support brand protection by reviewing and actioning flagged fraudulent activity and responding to chargebacks
• Stay up-to-date on BPN product offerings and promotions to effectively inform and prepare the team
• Collaborate with team members to enhance customer service processes and elevate the overall customer experience
• Be an active member of a growing brand and dedicated to its success

Required Skills

• Communication Skills: Strong verbal and written communication skills, with the ability to translate data and feedback into clear guidance for the team and leadership
• Leadership Skills: Proven ability to train, coach, and develop a multi‑tier team, with a hands‑on, low‑ego leadership style
• Customer Advocacy: Deep empathy for the customer, paired with sound judgment on how to balance customer advocacy with business needs
• Problem‑Solving: Ability to identify trends in customer data and develop practical solutions
• Technical Skills: Proficiency in CX platforms (e.g., Gorgias, Zendesk, or similar), e-commerce/CRM tools, and AI‑powered support agents
• Time Management: Ability to manage multiple priorities and reporting cadences, from daily team support to weekly performance reporting
• Adaptability: Ability to adapt training, policies, and processes as products, tools, and brand and customer needs evolve
• Teamwork: Ability to collaborate across CX and adjacent departments to keep processes and information aligned

Qualifications

• 2-4 years of previous customer support required
• Previous management experience (1-3 years) or tenured status within the department required preferred
• Demonstrated experience managing a multi‑tier support team
• Experience building or refining training programs and materials
• Strong analytical skills and metric reporting
• Self‑starting, creative problem‑solver, and knowledge‑seeker

Who We Are

BPN was founded in 2012 by US Army veteran Nick Bare on a simple belief: that people deserve nutrition products they can actually trust. Over a decade later, we’re one of the fastest‑growing DTC brands in the performance nutrition space, with a community built around our motto, Go One More. Headquartered just north of Austin, we’re a high‑conviction team that doesn’t do things halfway.

If you’re the kind of person who shows up early, operates with integrity, and wants to build something that actually matters to the people it serves, you’ll fit right in.

Benefits & Perks

• Medical, dental, and vision coverage
• 401(k) with employer match
• Paid parental leave
• Flexible PTO policy
• Free lunch, drinks, and snacks in the office
• Full access to our private onsite gym
• Generous employee discount

Our Commitment to Diversity, Inclusion & Equal Opportunity

At BPN, we believe the best teams are built from diverse perspectives, backgrounds, and experiences. We are committed to creating an environment where every teammate feels respected, valued, and set up to do their best work.

BPN is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by applicable law. These protections apply to all applicants and employees across every aspect of employment.