Head of Customer Experience

Mandala Scrubs; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

Job summary

Mandala Scrubs in the US is seeking a Head of Customer Experience to own CX end-to-end, leading a 12-person offshore team across email, chat, and social. This builder role focuses on turning service into retention and providing real signal to product and ops.

Reporting to Head of Growth, you will shape policy, tooling, and processes, define metrics, and drive improvements while balancing margins and customer satisfaction.

Qualifications

• 5+ years in customer service or CX with 2+ years leading a team of 10+.
• Direct experience managing a distributed or offshore team.
• Ecommerce/DTC background; apparel sizing/returns a plus.
• Comfort with helpdesk platforms and Shopify.
• Strong numeracy; forecast volume and cost per contact.
• Judgment to bend policy when appropriate and defend decisions.

Responsibilities

• Lead, coach, and develop a 12-rep team across time zones.
• Own targets: response time, resolution time, and CSAT.
• Drive retention by turning service into repeat purchases.
• Build the helpdesk stack, macros, and AI deflection.
• Set policy: returns, exchanges, shipping exceptions, credits.
• Provide weekly reports to product, planning, and marketing.

Skills

5+ years CX

team leadership

distributed/offshore team

Ecommerce/DTC

Shopify familiarity

helpdesk tooling

numerical fluency

Tools

Shopify

Freshdesk

Job description

Mandala Scrubs makes scrubs healthcare workers actually want to wear without the premium price tag the category has trained them to accept. Stop overpaying for scrubs. That's the whole idea, and it's why we exist: the same quality fabric, fit, and color obsession as the expensive brands, at a price that makes sense for people who need a closet full of them.

We've built the business from scratch with very little outside capital, which means every dollar of growth had to earn its way. Our customers are nurses, techs, vets, and dental staff who wear our product 12 hours a day, 4 days a week. The majority of what we sell goes to people who have bought from us before, so how we treat someone after their first order is not a support cost. It's the growth engine.

The Role

We're looking for a Head of Customer Experience to own customer service end to end, leading a team of 12 reps based overseas across email, chat, and social. Today the team handles a high volume of order, sizing, exchange, and returns contacts. It works,but it runs reactively. Your job is to turn it into a function that drives retention, feeds real signal to product and ops, and scales without adding a head for every 10% of volume.

This is a builder role, not a maintainer role, reporting directly to the Head of Growth. You'll have real latitude on tooling, staffing, process, and policy, and you'll be accountable for the numbers that come out the other side.

What You'll Do

Lead the Team

• Manage, coach, and develop a team of 12 reps. Set coverage across time zones, run QA, build career paths, and hire or restructure as volume dictates.
• Raise the bar on quality and speed without burning out the people delivering it.

Own the Metrics

• First response time, resolution time, CSAT, contact rate per order, and cost per contact. You'll define the targets and defend them.
• Report on what's working, what isn't, and what you're doing about it.

Drive Retention

• Turn service interactions into repeat purchases. Own exchange-over-refund rate, save rates on cancellations, and the CX side of post-purchase.

Build the Systems

• Own the helpdesk stack (Freshdesk or similar), macros, self-serve flows, and AI deflection.
• Cut contact volume without cutting the experience.

Set the Policy

• Returns, exchanges, shipping exceptions, and goodwill credits. You'll set the rules and the guardrails, balanced against margin.

Close the Feedback Loop

• CX sees fit issues, fabric complaints, and stockout frustration before anyone else. Build the reporting that gets that in front of product, planning, and marketing every week.

What You Bring

• 5+ years in customer service or CX, with at least 2 years managing a team of 10 or more.
• Direct experience managing a distributed or offshore team
• Ecommerce background, ideally DTC. Apparel is a strong plus given sizing and returns complexity.
• Comfort with helpdesk platforms and Shopify. You can build a macro library, wire up an automation, and pull your own reports.
• Fluency with numbers. You can build a staffing model, forecast contact volume against a promo calendar, and explain your cost per contact.
• The judgment to know when to bend policy for a customer and when not to.
• Willingness to work early hours some days to overlap with the team.

Bonus Points

• You've scaled a CS org through a period of fast revenue growth.
• You've worked through inventory constraints or backorders and know how to communicate them well.
• You've implemented AI or automated deflection and can speak honestly about what it did and didn't do.

Details

Location: Remote (US-based)

Reports to: Head of Growth

Benefits: Medical, dental, and vision insurance, unlimited PTO

Mandala Scrubs is an equal opportunity employer.