Customer Experience Manager

Raide | $60,000 - $85,000

Steph's Notes:

This one was reader-submitted, thanks!

Raide exists to elevate human-powered movement

As opposed to what, exactly?

We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally.

This isn't grossly self-aggrandizing at all, no way this could come back to embarrass them later!

You’ll report directly to the COO, who has 15+ years of operational leadership experience and is hands-on in mentorship and career development.

Friends, the way I laughed. Funny uh-oh, not funny ha-ha. Run! Run away from this egotistical, self-deceiving micromanager!

If you’ve been a CS supervisor or manager at a DTC or e-commerce brand and you’re looking for your next challenge at a company where your work actually matters, this is it.

Of course, because we all know that the only place your work matters is at an outdoor apparel and equipment company. Truly the pinnacle of humanity's work on Earth!

A self-starter who thrives in fast-moving environments where not everything is defined yet

Hey, a two-for-one!

Competitive salary ($60k–$85k depending on experience)

AHAHAHAHAHAHAHA. For a CX manager role in COLORADO???

And of course, the actual benefits are listed last (after free gear, but honestly, that checks out).

Alright, let's check out the application, given their industry norm-defying, uncompromising bar for how they operate internally--

YOU GUYS. It is, I shit you not, a Google Docs form. Nothing says norm-defying like using a free Google Workspace feature to hire! Although, actually, it does kinda defy norms, so maybe Raide was just being super transparent.

I was legit struggling with some secondhand embarrassment on this one. Definitely gonna call it a BINGO.

Original Job Description: Customer Experience Manager

ABOUT RAIDE

Raide exists to elevate human-powered movement in the mountains. We design and build the highest-performing and most functional equipment and apparel for ski touring and running.

We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally. This is a rare opportunity to help build a generational brand from the ground up — where everything you create directly shapes how athletes experience the mountains.

ROLE OVERVIEW

We’re looking for a Customer Experience Manager to take full ownership of the customer experience at Raide.

You’ll run a small, growing team. You’ll build the processes and SOPs that allow us to scale without losing quality. You’ll also bring a forward-thinking approach to AI and automation in how we support our customers.

You’ll report directly to the COO, who has 15+ years of operational leadership experience and is hands-on in mentorship and career development.

If you’ve been a CS supervisor or manager at a DTC or e-commerce brand and you’re looking for your next challenge at a company where your work actually matters, this is it.

RESPONSIBILITIES

• Own the customer experience. Lead and manage a team of 1 to 5 CS reps. Make sure every interaction reflects how Raide wants to show up for its customers.
• Build processes that scale. Create SOPs, workflows, and escalation paths from scratch. As we grow, these need to hold up.
• Put AI and automation to work. Find ways to use AI tools to cut response times, reduce repetitive tasks, and make the team more efficient while keeping the experience personal.
• Run the tech stack. You'll work in RichPanel, Shopify, WMS platforms, Slack, and Google Workspace daily. We expect you to know these tools inside and out and push for improvements where you see them.
• Use data to drive decisions. Track response time, resolution rate, CSAT, and other KPIs. Spot trends. Report on what's working and what's not.
• Represent the customer internally. Bring product issues, recurring complaints, and customer feedback to the product, marketing, and ops teams. You're the link between the customer and the rest of the business.
• Hire and develop your team. As Raide grows, you'll recruit, train, and coach new CS reps. You set the standard for what great service looks like here.

WHO YOU ARE

• 3–5+ years of experience in a customer service supervisor or manager role in e-commerce or DTC
• A builder who has created SOPs, training programs, or team workflows from scratch
• Comfortable adopting AI and automation tools and staying current with new technologies
• Process-oriented but people-focused, understanding that systems and team support drive great service
• Strong with data and reporting, able to translate metrics into operational improvements
• A self-starter who thrives in fast-moving environments where not everything is defined yet
• Hands-on experience with RichPanel, Shopify, and standard CS tools (WMS experience is a plus)
• A clear and professional communicator, both written and verbal
• Must be based in Colorado

WHAT WE OFFER

• Competitive salary ($60k–$85k depending on experience)
• Performance bonuses
• Equity
• Free gear
• Flexible working hours
• Unlimited vacation
• Health and dental insurance

Equal Opportunity & Accessibility

We are an Equal Opportunity Employer and are committed to building a diverse, inclusive workplace where everyone can thrive. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and hiring process. If you require an accommodation to participate, please contact us at hr@raideresearch.com and we will work with you to meet your needs.

Application Process

To apply, please submit your resume and any supporting materials through our application. This position will remain open until filled - we review applications on a rolling basis and will close the posting once we've selected a candidate. We encourage you to apply as soon as possible.

Age-Identifying Information

In support of fair and equitable hiring practices, we ask that applicants omit age-identifying information from their application materials – such as graduation years, years of attendance, or dates unrelated to job qualifications. This helps ensure all candidates are evaluated solely on their skills, experience, and ability to perform the role.