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Customer Experience (CX) Manager at Adrianne's Housekeeping, Inc.. About Us. We’re a fast-growing residential cleaning company with a strong brand, loyal customers, and a team that shows up every day to deliver great service. But growth without consistency doesn’t scale... and that’s where you come in.. We’re looking for a Customer Experience Manager who will own the entire customer journey and build our CX department from the ground up. This is a high-impact, hands-on role for someone who thrives on solving problems, creating scalable systems, and making sure every customer feels truly cared for.. What You'll Do. You’ll be the architect and operator of our customer experience from designing systems, setting service standards, and managing a growing team to ensure every interaction reflects our values and commitment to excellence.. You Will …. . Personally investigate, manage, and resolve escalated customer concerns in coordination with Sales, Field Ops, and other departments.. . Develop systems, tools, and workflows for tracking and managing customer inquiries, feedback, and complaints.. . Define and report on CX metrics (response times, resolution rates, NPS, CSAT, churn) and use insights to drive improvements.. . Curate and implement a customer experience strategy that aligns with our brand and values.. . Build and lead the company’s first dedicated Customer Experience department.. . Serve as the voice of the customer across the company, ensuring feedback and insights drive improvements in all departments.. . Hire, train, and manage a team of CX agents as the department grows.. . You're a Great Fit If You.... . Live and breathe customer service. You’re passionate about making customers feel heard, supported, and delighted each and every time. . . Have 3–5+ years in customer service, customer experience, or related roles, with at least 2 years in a management capacity.. . You thrive in a remote environment and are self-motivated, disciplined, and accountable, treating it with the same professionalism as an in-office role.. . Know how to build or scale customer service operations (systems, tools, and reporting).. . Are calm under pressure, organized, and execution driven.. . Love data, metrics, and accountability. You thrive on turning numbers into action.. . Have experience hiring, training, and leading customer-facing teams.. . Are a natural problem solver who thrives in messy or undefined environments.. . You're Not a Great Fit If You.... . Prefer to follow a playbook rather than create one.. . Avoid tough conversations with customers or teammates.. . Struggle to prioritize or follow through.. . Want a role where you can stay behind the scenes without customer interaction.. . Are looking for a fully hands-off leadership role.. . Bonus Points If You.... . Have experience both using and administering CX platforms like Zendesk and Dialpad. . Have worked in high-volume service businesses with field teams.. . Are fluent in Spanish and English.. . Have a background in customer journey mapping or experience design.. . Requirements. . 3–5+ years of progressive experience in customer service, customer experience, or related roles.. . At least 2 years managing a team or leading customer-facing functions in a remote environment.. . Proven ability to build and implement scalable CX systems and processes.. . Strong communication and conflict-resolution skills.. . Highly organized and detail-oriented, with strong follow-through.. . Authorized to work in the United States.. . Bachelor’s degree preferred but not required.. . Additional Information. . This is a fully remote position, open to candidates residing in and eligible to work in the United States.. . Our offices operate 8AM–5PM Monday-Friday Pacific Standard Time; the selected candidate will be expected to be available during these hours, regardless of physical location.. . Occasional travel to corporate offices in Redmond, WA may be required.. . Company Location: United States.