Manager, Customer Experience

Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career!

We are seeking a dynamic Manager of Customer Experience to lead our CustomerEmpowerment and Virtual Fitting teams. This role is central to driving sales, fostering brand loyalty, and ensuring customer satisfaction while collaborating with leaders across Product, Operations, E-Commerce, and Marketing. You’ll advocate for customers and continuously refine processes, workflows, technologies, and policies to achieve business goals and exceed expectations.

About You:

• Critical thinker and creative problem solver who sees opportunities where others see obstacles.
• Customer-first strategist with a focus on long-term wins over short-term gains.
• Data-driven and intuitive, balancing consumer insights with analytics.
• Proven leader who inspires teams to perform their best and achieve outstanding results.
• Ambitious and results-oriented, skilled at balancing perfection with fast execution.
• Obsessed with customer satisfaction and consistently driven to exceed expectations.
• Proactive, positive, and aligned with Knix’s mission and values.

Responsibilities

• Lead and inspire the Customer Support and Virtual Fitting teams to deliver best-in-class customer experiences while maintaining high CSAT scores.
• Execute strategies for an omnichannel customer journey, from unboxing to refunds and all touchpoints in between.
• Utilize data analytics to coach team members, improve internal systems, and refine processes.
• Share and communicate top-level trends to streamline workflows and systems.
• Drive CX operations by identifying opportunities for automation and self-service to improve efficiency.
• Align with Retail and Customer Experience teams to maintain operational standards.
• Provide data-driven feedback to influence product development and CX initiatives.
• Present weekly and monthly reports on customer satisfaction and CX team performance.
• Foster a collaborative, innovative, and results-oriented culture across teams.
• Review software and costs to drive efficiencies within the CX team.

Qualifications

• 4+ years of experience in customer experience functions, preferably in DTC or retail, with at least 2+ years managing medium-sized teams.
• Experience working as a hands-on leader with cross-functional teams.
• Familiarity with CX tools such as AI, Live Chat (Ada), Shopify, Kustomer, Medallia, and similar platforms.
• Strong leadership and communication skills, with a passion for delivering exceptional customer experiences.
• Proficient in leveraging analytics to solve problems and improve processes.
• High emotional intelligence and the ability to inspire and develop teams.
• Bachelor’s degree in business or a related field, or equivalent experience.

How we Hire

Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.