Customer Experience Manager

The Digital Stronghold

Customer Experience Manager leading support channels and team at Glade Optics. Focusing on customer satisfaction and brand advocacy in the outdoor sports industry.

Posted 6/9/2026full-timeBreckenridge • Colorado • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead the Customer Experience
Own customer support operations across email, chat, phone, and community channels.
Ensure every customer interaction is efficient, authentic, and aligned with the Glade brand.
Serve as the primary advocate for customer needs across the organization.
Improve Systems & Processes
Optimize support workflows, automation, and service technologies.
Identify opportunities to improve response times, efficiency, and customer satisfaction.
Maintain and enhance customer support documentation, knowledge bases, and SOPs.
Turn Customer Feedback Into Action
Analyze customer feedback, trends, and service metrics.
Deliver actionable insights to Product, Marketing, Operations, and Leadership teams.
Help shape product improvements and business decisions based on customer needs.
Lead a Seasonal Team
Recruit, onboard, train, and coach seasonal Customer Experience Representatives.
Manage approximately 3–4 direct reports during peak season.
Create a positive, accountable, and customer-focused team culture.
Resolve Complex Customer Issues
Handle escalated customer situations with empathy and professionalism.
Drive solutions that strengthen customer trust, satisfaction, and long-term loyalty.
Build Community & Brand Advocacy
Engage with customers beyond traditional support channels.
Foster meaningful relationships that strengthen the Glade community and brand affinity.
Represent the authentic voice of the customer internally and externally.

Requirements

What you’ll need

Active skier, snowboarder, or mountain sports enthusiast with strong knowledge of snowsports equipment and culture.
Experience managing customer support or customer experience functions.
Strong verbal and written communication skills.
Proven ability to handle customer escalations and difficult service situations.
Excellent organizational, analytical, and problem-solving skills.
Ability to balance strategic thinking with hands-on execution.
Passion for delivering exceptional customer experiences.
Experience leading, coaching, or managing teams (preferred).
Familiarity with e-commerce and direct-to-consumer brands (preferred).
Experience with Gorgias, Shopify, Loop Returns, Google Workspace, Microsoft Office, and modern customer support platforms (preferred).

Benefits

Comp & perks

Competitive benefit package
Ski pass stipend
Glade gear discounts
Industry discounts

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support managementcustomer experience functionsworkflow optimizationservice technologiescustomer feedback analysisproblem-solvingteam managementescalation handlingstrategic thinkinghands-on execution

Soft Skills

communication skillsorganizational skillsanalytical skillsempathyprofessionalismcustomer focusrelationship buildingcoachingleadershipaccountability