Atomic is looking for a Head of Customer Experience to shape the full lifecycle of the customer journey from first touch to long-term retention. You will set the strategy, build the function, hire the team, and implement the tools needed to deliver a best-in-class CX program. You will work cross-functionally with product, marketing, and operations to embed customer insights into every business decision.
What You'll Do
- Design and lead the end-to-end customer experience strategy from the ground up, including support operations, community building, and customer feedback loops
- Build and manage a small, high-performing team of CX agents, with scalable processes and tools
- Develop support infrastructure and implement systems to manage customer inquiries with high efficiency and empathy
- Create policies, scripts, and workflows that reflect our brand voice and values
- Monitor and optimize key CX metrics such as CSAT, NPS, FCR, and response times
- Serve as the voice of the customer across the organization, bringing insights to product and brand teams to shape roadmap and messaging
- Implement and manage knowledge bases, self-service tools, and proactive customer education content
- Work closely with operations to troubleshoot logistics, fulfillment, or product quality issues
- Drive retention through personalized, human-first support and post-purchase engagement
What We're Looking For
- 8+ years of experience in customer experience or support operations
- Experience setting up and scaling support systems from scratch
- Excellent written and verbal communication skills; able to balance empathy and efficiency
- Analytical and process-driven; comfortable digging into data to optimize workflows and improve performance
- Deep customer empathy with a bias toward action—scrappy, hands-on, and results-oriented
- Strong leadership and people management experience with a passion for team development
Nice to Have
- Experience ideally in CPG, DTC, or early-stage startups
- Experience with tools like Gorgias, Help Scout, or Intercom
- Experience with high-touch, high-engagement products in a subscription environment
- Experience with physical product fulfillment, reverse logistics, or managing CX during a brand launch
Technical Stack
- Zendesk
- Gorgias
- Intercom
- Help Scout
Team & Environment
You will build and manage a small, high-performing team of CX agents.
Benefits & Compensation
- Competitive compensation, equity, and benefits
Atomic is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law.
