Customer Experience Manager

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

Customer Experience Manager

Help build Nicely Co.'s timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement as Customer Experience Manager, with meaningful ownership in an early-stage company.

Position overview

Nicely Co. is seeking a Customer Experience Manager to strengthen timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement. This role will turn company priorities into clear, dependable work while partnering directly with colleagues across functions.Nicely Co. is an early-stage company, so this position will help create the processes and internal systems behind the work, not merely inherit a mature playbook. The successful candidate will use sound judgment, communicate tradeoffs, and operate with appropriate autonomy.Responsibilities may evolve as the company grows. This is an opportunity to influence how the Customer Support function develops, establish useful standards, and leave behind systems that scale responsibly.

Responsibilities

• Own day-to-day work across timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Translate the 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.

Qualifications

• Demonstrated capability relevant to timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Judgment and ownership appropriate for the Customer Experience Manager scope.
• Strong written and verbal communication with both specialists and cross-functional partners.
• Ability to organize ambiguous work, make progress independently, and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.
• Commitment to ethical conduct, confidentiality, security, accessibility, and inclusive collaboration.

Preferred qualifications

• Experience with modern methods and tools used in Customer Support.
• Experience in a startup, small business, or other resource-conscious environment.
• Evidence of improving a workflow, standard, product, service, or measurable outcome.
• Relevant education, certification, portfolio, or equivalent practical experience.
• Flexible work arrangements where applicable.
• Opportunity to help build an early-stage company.
• Direct impact on company growth and operating quality.
• Cross-functional collaboration and professional development opportunities.
• Significant ownership over assigned responsibilities.
• Opportunity for responsibilities to expand as the company grows.