Head Of Customer Experience

Manta Sleep; Remote; ZAR 500 000 - 600 000; Full time

Job summary

A leading sleep products company in Pretoria is seeking a Head of Customer Experience to reshape its customer journey. This role involves developing a high-performing CX team, implementing strategic improvements, and utilizing customer data for better insights. Applicants must have significant experience in CX leadership, a strong grasp of customer behavior metrics, and a hands-on approach. This position offers flexibility and a commitment to personal development, including access to courses and coaching.

Benefits

Bonus Program

Unlimited vacation

Paid personal growth budget

Qualifications

• 5+ years leading Customer Experience or CX Operations.
• Proficient in data and metrics like NPS, CSAT, LTV.
• Experience building and transforming CX teams.

Responsibilities

• Lead and develop a team of CX specialists.
• Implement AI tools for improved customer interactions.
• Build a complete knowledge base to enhance customer support.

Skills

Team leadership

Customer journey design

Automation implementation

Data analysis

Effective communication

Tools

Richpanel

Shopify

Klaviyo

Zapier

Okendo

TrustPilot

Job description

We are Manta Sleep, the company dedicated to helping the world experience total darkness and, in turn, total rest.

We believe that great sleep is the non‑negotiable foundation for a great life.

That belief drives us to obsessively design, test, and craft the world's most comfortable, effective, and modular sleep masks and related products.

If you are passionate about innovation, comfort, and well‑being, and want to contribute to a mission that genuinely improves people's lives, then you belong on the Manta Sleep team.

A Head of Customer Experience Who Turns Support Into a Growth Engine ?? TL;DR (because attention spans are real) : We are looking for a Head of Customer Experience to rebuild our customer journey from the ground up.

Our support team has long delivered friendly, timely responses, and now we want to evolve CX into a strategic engine – boosting retention, generating insights for marketing and product, implementing AI and automation, and creating a brand experience that truly connects with customers.

You will lead and structure a growing team, set new standards of excellence, unlock value from customer data, and create programs that drive loyalty and lifetime value.

If you've led CX at a fast‑growing e‑commerce brand, built systems, and turned customer interactions into business results, we want to hear from you.

Proficiency in English as a first language is essential for this role.

Time zone: Full‑time within Asia, South Africa or Europe; Salary: Negotiable; Trial Period: All candidates will complete a paid trial assignment – more details below.

WHO WE ACTUALLY NEED (and who we don't)

• Wants a side hustle or is juggling freelance work.
• Has only handled basic help desk support or focused on response time metrics.
• Manages, waits, reacts, or needs step‑by‑step instructions.
• Wants to maintain what already exists instead of building something better.
• Has 5+ years leading Customer Experience or CX Operations for fast‑growing e‑commerce brands, ideally between 20M and 100M in revenue.
• Has built or transformed CX teams, systems, and processes, not just managed day‑to‑day support.
• Can design customer journeys, improve retention, and implement automation that reduces friction.
• Has run Voice of Customer programs and knows how to turn customer insights into better products, stronger content, and improved marketing.
• Is confident with data, able to build dashboards, and comfortable working with metrics like NPS, CSAT, LTV, retention, response times, resolution, cohorts, and churn signals.
• Has collaborated across marketing, product, and operations to reduce refunds, fix funnel issues, and increase repeat purchase behavior.
• Is tech savvy and fluent with tools like Richpanel, Shopify, Klaviyo, Zapier, Make, Postscript, and review platforms like Okendo and TrustPilot.
• Knows how to build strong knowledge bases and self‑service systems that reduce ticket volume and boost customer satisfaction.
• Understands the difference between support and experience, and designs systems that prevent issues rather than just react to them.
• Can coach, elevate, and structure a global team, including introducing pods or specialization when needed.
• Communicates clearly and brings alignment across departments.
• Thrives in a builder environment, takes ownership, and brings new ideas and solutions forward.
• Is strategic but also hands‑on, able to design systems and actually implement them.
• Is analytical, curious about customer behavior, and motivated by solving root problems.
• Understands retention, loyalty, and the full customer lifecycle.
• Operates with a builder mindset, always creating, upgrading, and improving.

WHAT YOU'LL BE DOING

• Team leadership: Lead, coach, and develop a team of CX specialists.
• Introduce team structure such as support pods for basic support, sleep success, data, and retention.
• Build clear SOPs, quality guidelines, and performance expectations for the team.
• Shape great support for Manta Sleep and embed it into tone, policies, and touchpoints.
• Ensure every interaction reflects the brand personality and voice.
• Implement automation and AI tools that improve speed, personalization, and consistency.
• Build a complete knowledge base and self‑service experience that cuts down repetitive tickets.
• Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV.
• Create customer journeys across email, chat, social channels, and other touchpoints.
• Improve personalization using purchase history, customer data, and zero‑party data.
• Track and improve the full customer journey, not just the support inbox.
• Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels.
• Define how customers should feel when they interact with Manta Sleep and uphold that standard.
• Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs.
• Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging.
• Present regular data findings to marketing, product, and leadership with clear next steps.
• Work with marketing on retention campaigns, loyalty flows, and customer community building.
• Partner with product to address recurring issues, product quality concerns, and new product opportunities.
• Collaborate with social media to ensure customer questions are handled quickly and consistently.
• Make CX a core input into product and marketing decisions.
• Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more.
• Set new quality standards and KPIs based on industry best practice.

WHAT YOU GET

• Bonus Program: Paid quarterly to the entire team when we hit our objectives.
• Full remote with async flexibility.
• Unlimited vacation and sick leave days.
• Paid courses, coaching, and personal growth budget to help you level up.
• We trust you to own your work and drive results.

HOW WE HIRE

We believe in being clear and respectful of your time.

Here’s exactly what to expect:

Application form: a few short questions and mini tasks to get a feel for your thinking.

HR Screening interview: This is a minute interview to determine initial culture and role fit.

Technical Interview: a 60‑minute conversation with the hiring manager to dig deeper into your experience, mindset, and fit.

Paid test assignment: a realistic task (2–3 days to complete) that reflects the kind of work you’d actually do here.

Final Interview: Usually with our CEO, as a final seal of approval.

Offer + onboarding: if it’s a match, we move quickly.

No five‑round interview circus.

Just a fair, focused process designed to find the right fit for both sides.