Customer Experience Manager

About Sesame

Sesame believes in a future where computers are lifelike - with the ability to see hear and collaborate with us in ways that feel natural and human. With this vision were designing a new kind of computer focused on making voice agents part of our daily lives. Our team brings together founders from Oculus and Ubiquity6 alongside proven leaders from Meta Google and Apple with deep expertise spanning hardware and software. Join us in shaping a future where computers truly come alive.

About the Role

Were looking for a Customer Experience Manager to build and lead our support function from the ground up. At Sesame the customer experience when something goes wrong matters just as much as the product itself and we want to raise the bar for what great support looks like in an era of AI.

Youll be the first person in writing the playbook as you go: handling tickets yourself while simultaneously designing the systems processes and team that will scale. Youll be close to the product close to the customer and joining at a time when you get to influence how we go to market with the right support programs in place.

The right person for this role is equal parts operator and customer advocate. You bring deep experience supporting consumer products (hardware and/or software) a genuine obsession with customer empathy and the conviction that support can be a brand differentiator. Youre excited to define what best-in-class looks like for a premium product and you have a real point of view on what great support means in a world where AI is changing the tools the expectations and the experience itself.

Responsibilities:

• Lead customer support across hardware and software to deliver outstanding customer experiences.

• Build and execute a vision for best-in-class scalable support in an era of AI and set up KPIs and tooling to reach that north star.

• Grow and mentor a team of support specialists with a culture rooted in customer empathy.

• Develop and implement support processes workflows and documentation that cover the full product experience including software subscriptions physical product returns and more.

• Partner with marketing to build a modern help center that is accessible across our platforms.

• Create opportunities for self-service support and scalable solutions.

• Partner with marketing engineering product and QA teams to surface customer insights and drive product improvements.

• Identify document and escalate critical issues through hands-on troubleshooting and cross-team collaboration.

• Help triage incoming issues and work with teams to prioritize fixes based on severity user impact and customer sentiment.

Required Qualifications:

• 5 years of customer support experience including at least 2 years in a lead or management role.

• Strong understanding of consumer product support best practices.

• Experience with support tools and ticketing systems (Zendesk Intercom or similar).

• Experience supporting consumer software products.

• Experience building knowledge bases help centers and self-service tools.

• Experience working with outsourced support vendors.

• Proven ability to build support processes from scratch while remaining deeply involved in hands-on customer interactions.

Preferred Qualifications:

• Experience supporting consumer hardware products.

• Experience with support analytics reporting and KPI development.

• Experience with warranty returns and repair workflows for consumer electronics.

• Experience supporting products on iOS and Android.

Sesame is committed to a workplace where everyone feels valued respected and empowered. We welcome all qualified applicants embracing diversity in race gender identity orientation ability and more. We provide reasonable accommodations for applicants with disabilities. Contact for assistance.

Full-time Employee Benefits:

• 401 (k) max employer match: 3.5% of compensation

• 100% employer-paid health vision and dental benefits for you and your dependents

• Unlimited PTO and sick time

• Flexible spending account with employer matching up to $1650/year (medical FSA)

• Guardian Employee Assistance Program (EAP)

• Opportunity to share in the companys success with competitive stock options

Benefits do not apply to contingent/contract workers.

Required Experience:

Manager