Customer Experience Lead
Customer Experience Lead
Posted on :
22-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
22-04-2025
Job Description
About Gantri
Gantri is one of the most innovative and fastestgrowing design manufacturers in the world. We pioneered the use of digital manufacturing and plantbased polymers to create highquality sustainable lighting products onshore and ondemand. As the most awarded design manufacturer in America we operate the worlds largest 3D print farm right here in the Bay Area.
At Gantri design is at the heart of everything we do. We deeply value and prioritize thoughtful humancentered experiences across every customer touchpointfrom product design to digital experience to support. Were seeking a driven detailoriented Customer Experience Lead to champion our customers and shape the way we serve them as we grow.
The Role
As a Customer Experience Lead youll play a critical role in owning and continuously improving our customer support experience. Your goal will be to deepen our understanding of our customer personas and their journeys measure satisfaction and retention and ultimately increase retention and referrals. Youll manage daily support operations independently resolve complex issues and proactively identify patterns and process gaps that impact our customers. Youll work crossfunctionally with Product Design and Manufacturing teams to translate feedback into action using data and empathy to advocate for a bestinclass customer experience. This is a growthoriented role for someone whos ready to go beyond ticket responsesbuilding workflows guiding CX strategy and collaborating to solve systemic issues. Youll be instrumental in helping shape the next chapter of customer support at Gantri.
What Youll Do
Lead daily customer support operations across email Zendesk and social media upholding quality and responsiveness and documenting process in SOPs
Investigate and resolve escalated customer issues independently collaborating with production design and engineering teams
Create and maintain internal documentation and workflows to improve team efficiency and customer insight knowledge sharing.
Track and analyze customer feedback to identify trends and insights distilling actionable recommendations for Production Industrial Design and Product teams.
Proactively communicate order updates and delays to customers to build trust and transparency.
Develop and present regular CX reports highlighting common complaints recurring issues and opportunities for improvement.
Serve as the voice of the customer ensuring their needs are always represented in company decisionmaking.
Support design research efforts by sourcing participants and summarizing customer feedback.
Track satisfaction metrics like NPS and CSAT and identify opportunities to improve the customer journey
What You Bring
35 years of experience in a customerfacing role ideally in ecommerce consumer goods or designdriven products.
Proven ability to independently resolve complex customer issues and coordinate across teams.
Strong organizational and prioritization skills with attention to detail and followthrough.
Excellent written and verbal communication skillsyoure clear empathetic and confident.
Proactive problemsolver who can identify issues before they escalate and take initiatives to fix them as well as document key learnings.
Strong Experience with support and workflow tools (Zendesk Asana Notion Google Suite) and building out new workflows
Data fluencyyoure comfortable creating customer data reports and synthesizing feedback into clear actionable insights.
Design research lead user research initiatives to better understand and improve the customer journey
Why Gantri
Competitive salary and equity
Medical dental and vision coverage with Health FSA
401k savings plan
15 paid vacation days paid holidays unlimited sick leave
Generous paid parental and family leave
Pretax commuter benefits
Access to 3D printers for personal projects
Monthly team lunches and quarterly offsites
Collaborative designforward culture that values curiosity and craft
$85000 $105000 a year
Employment Type
Full-Time
Key Skills
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