VITURE Senior CX Manager Remote · Full time Company website

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Founded by Google & Apple alumni, VITURE is determined to become the entrance to the future world.

Who We Are

VITURE is the #1 XR glasses brand in the US — and we got here in just four years, making us the fastest-growing startup in smart glasses. We are redefining how people game, work, and consume entertainment on the go. Our mission isn't just to build cutting-edge technology; it is to deliver a seamless, premium lifestyle experience. As we continue to scale globally, we are looking for leaders who are obsessed with delivering world-class experiences to our passionate user base.

Role Description

We are looking for a Senior Customer Experience (CX) Manager to support and help elevate the end-to-end journey for VITURE users.

In this role, you won’t just be managing support tickets — you will be a true advocate for our users. You will map the entire customer journey, from pre-purchase research and unboxing to app pairing and long-term product use, identifying friction points and working cross-functionally with Product, Marketing, Engineering, and Operations teams to drive meaningful improvements.

In addition, you will play a strategic role in enhancing customer experience SOPs, developing scalable support solutions, optimizing support operations, and serving as the final escalation point for complex customer cases.

Reporting directly to the Operations Director, this position acts as a key strategic and operational partner in scaling CX initiatives, driving execution excellence, and strengthening the overall capability of the support organization.

Responsibilities

• Own the Customer Journey: Map and continuously optimize every touchpoint of the VITURE customer experience, including checkout, shipping updates, unboxing, initial setup, firmware updates, and post-purchase support.
• Amplify the Voice of the Customer (VoC): Build robust systems to capture, analyze, and report on customer feedback. Translate raw data from reviews, support tickets, and surveys into actionable insights for the Hardware and Software Product teams.
• Lead & Scale the CX Team: Manage, mentor, and grow a team of customer support specialists. Build training programs to ensure the team can handle complex technical troubleshooting with a premium, empathetic tone.
• Drive Key Metrics: Take ownership of our core CX KPIs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and First Contact Resolution (FCR). 
• Optimize Self-Service & Support Operations: Revamp our help center, FAQs, and video tutorials to make it effortless for users to learn how to use their XR glasses. Implement AI and automation tools where appropriate without sacrificing the human touch.
• Cross-Functional Leadership: Act as the strategic bridge between CX and other departments. If a software bug or hardware friction point is causing user frustration, you will lead the charge to get it prioritized and fixed.

Qualifications

• Experienced Leader: You have 4+ years of experience in Customer Experience, Support Operations, or Customer Success, with at least 2+ years in a leadership/management role. 
• Hardware/DTC & E-commerce Background: Experience in consumer electronics, DTC (Direct-to-Consumer) hardware, e-commerce, gaming, or premium tech is highly preferred. You understand the unique challenges of physical products (shipping logistics, RMAs, hardware troubleshooting) and online retail dynamics.
• Data-Driven Strategist: You don’t just rely on intuition. You are highly proficient at analyzing data from VoC platforms and support desks to spot trends and build business cases for change.
• Systems & Process Expert: Deep familiarity with modern CX and e-commerce stacks (e.g., Zendesk, Gorgias, Shopify, Qualtrics), experience implementing and managing AI Agent tools, and a proven track record of building and optimizing operational SOPs from the ground up.
• Empathetic & Resilient: You possess deep empathy for the customer, excel at de-escalating tense situations, and can maintain a cool, solutions-oriented mindset in a fast-paced startup environment. 
• Exceptional Communicator: You can translate highly technical concepts into simple, friendly language for users, and can effectively present CX strategy to executive leadership. 
• Proactive Problem-Solver: You don't wait for issues to surface — you proactively identify systemic gaps and drive improvements, while keeping leadership informed and aligned.

Nice to Have

• Global Operations Experience: Proven track record of scaling and managing customer support and operations across multiple regions, time zones, and international markets.
• E-commerce Logistics Knowledge: Deep understanding of e-commerce fulfillment and international shipping processes.
• Advanced Cross-Team Communication: Exceptional ability to seamlessly collaborate and drive alignment across diverse, global teams (including Hardware, Software, Marketing, and Supply Chain) to launch cohesive customer-centric initiatives.

What We Offer

• Define and build the next-generation AI glasses platform — a front-row seat to shaping how people interact with wearable intelligence
• An AI Native working environment — AI is deeply integrated into our workflows, tools, and product development, so you work alongside cutting-edge AI every day, not just build it
• The opportunity to shape the customer strategy at the fastest-growing XR brand in the US.
• Competitive compensation package including base salary ($90K–$120K), discretionary bonus, and equity — with total compensation determined by candidate level, experience, and qualifications. Comprehensive health, dental, and vision insurance, 401(k) with company match.
• Flexible schedule, PTO, sick leave, and parental leave
• Collaborative, inclusive, design-driven culture

VITURE is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.

This role requires the ability to work at a computer workstation for extended periods.