Hybrid Customer Experience Leader – Growth & Operations

Benchmade Knife Company, Inc; Oregon City (OR); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Benchmade Knife Company, Inc. seeks a Customer Experience Manager to lead the team delivering first-class service to direct customers and dealers. You will oversee an 11-person CX and dealer operations group, driving improvements across phone, email, chat, SMS, and social channels.

You will partner with IT and sales to refine processes, implement Zendesk and HubSpot workflows, and scale operations while maintaining personal touches that Benchmade is known for.

Qualifications

• Experience leading consumer-facing service and B2B account support teams.
• Hands-on fluency with CRM and support systems.
• Knowledge of Zendesk and HubSpot preferred.
• Ability to turn ambiguous priorities into executable plans.

Responsibilities

• Lead an 11-person team across DTC CX and dealer/B2B operations.
• Own daily performance across phone, email, chat, and social channels.
• Review dashboards and improve outcomes using CSAT, NPS, and other metrics.
• Build scalable processes, coaching, and cadence for KPI reviews and staffing.

Skills

Leadership

CRM experience

Customer service

Education

Bachelor's degree

Tools

Zendesk

HubSpot

Job description

Benchmade Knife Company, Inc. seeks a Customer Experience Manager to lead the team delivering first-class service to direct customers and dealers. You will oversee an 11-person CX and dealer operations group, driving improvements across phone, email, chat, SMS, and social channels.

You will partner with IT and sales to refine processes, implement Zendesk and HubSpot workflows, and scale operations while maintaining personal touches that Benchmade is known for.