Customer Experience Manager

We’re looking for a Customer Experience Manager who creates interactions that make our learners love Simply - experiences that make them go “wow! I really wasn’t expecting that”. You will be part of strategic planning, scaling our operations with both human support and AI, and developing the capabilities of our team and AI to create that “wow” experience. This domain is evolving incredibly fast with AI, so you'll help us build systems that leverage new opportunities as they emerge.

You will also uncover opportunities to improve learners’ experiences in the product that will benefit them and meet the goals of both CX and our product teams. Along the way, you’ll mentor teammates, lead initiatives, and help us create joyful, scalable experiences that learners genuinely love.

• Strategize with your team to identify and leverage high-impact opportunities that interpersonal interactions create, contributing to our learners’ love of Simply as a brand
• Plan ahead for expected scale across our products and the support team through the implementation of AI workflows, as well as hiring and training new support teammates
• Optimize AI workflows to deliver experiences that match the quality of human support
• Mentor teammates and help raise the bar for learner communication and experience quality
• Identify recurring learner pain points and partner with internal teams to improve the product experience and reduce the need to ask for help
• Get hands-on with learner support when needed, engaging across multiple channels with empathy, ownership, and creativity
• Help shape and optimize support processes, team structure, tools, and use of AI to improve how we deliver support at scale 

• Experience implementing and optimizing AI workflows, automation, and modern tools to create high-quality, scalable, and "wow" support experiences
• Experience improving support operations through people, processes, systems, or automation
• A genuine care for creating thoughtful, high-quality experiences for customers
• Strong systems and operational thinking, with the ability to identify scalable solutions rather than only solving individual problems
• Native-level written and verbal English communication skills - MUST
• High emotional intelligence, empathy, and sound judgment in communication and problem-solving
• Strong problem-solving skills with a structured, analytical, and data-informed mindset
• Highly independent and proactive, while remaining collaborative and supportive
• Excited by rapidly evolving technology and AI capabilities
• Experience working in B2C apps, subscriptions, e-commerce, or consumer tech - big plus

If you’re excited about helping millions of learners around the world discover joy through creativity and music, we’d love to meet you 🙂