Job Description

Customer Experience Operations Manager

Location: New York, NY (On-site) Department: Customer Experience / Operations / Product

Reports To: COO / Head of Operations

Company Description

Swish Breaks is the fastest-growing sports entertainment and live shopping company built by a team of passionate sports enthusiasts. With 80+ employees and over 90,000 orders fulfilled each month, were redefining the sports collectibles experience through live-streamed entertainment, world-class ops, and an incredible customer community.

As we scale, we are investing heavily into the customer experience side of the business developing better systems, tighter feedback loops, new tools, and an elite support operation that matches the pace of our growth.

Role Description

We are seeking a Customer Experience Operations Manager to build, own, and scale Swish Breaks customer experience function from the ground up.

This is a foundational, highly cross-functional role you will work closely with Operations, Product, Engineering, and Leadership to design the full end-to-end customer journey across support, issue resolution, product improvement, and overall experience.

You will be the first dedicated leader in this function, responsible for building the systems, structure, and processes that enable Swish Breaks to deliver the best customer experience in the live shopping industry. As the function scales, you will also have the opportunity to build and lead a small team (12 people initially).

This role is on-site in New York, NY .

Key Responsibilities

Customer Experience Strategy & Ownership

• Build the full customer support and success strategy from scratch
• Own the design of end-to-end customer workflows, from ticket handling to escalations
• Create systems and processes that ensure consistently high customer satisfaction
• Establish and track core CX KPIs (response times, resolution rates, CSAT, NPS, etc.)

Cross-Functional Collaboration

• Work daily with the Operations team to identify root causes of issues and eliminate friction
• Partner closely with Product & Engineering to design tools, features, and improvements based on customer feedback
• Translate customer pain points into actionable insights for senior leadership
• Participate in product roadmap conversations as the voice of the customer

Customer Support Systems & Tools

• Select and implement support tools, ticketing systems, macros, automations, and reporting frameworks
• Develop internal documentation, knowledge bases, and standard operating procedures
• Identify opportunities for automation and improved efficiency

Execution & Problem Solving

• Personally handle top-tier issues, escalations, and unique customer situations
• Improve issue resolution speed and accuracy through structured processes
• Proactively identify patterns in customer inquiries and build solutions to reduce volume

Team Building & Leadership (Future)

• Potential to hire and manage 12 customer support specialists as demand grows
• Train, coach, and develop team members to uphold Swish-level service standards

Qualifications

Required

• 37+ years of experience in customer success, customer support, or CX operations
• Experience building processes, systems, or CX infrastructure from scratch
• Strong operational mindset with the ability to design scalable workflows
• Excellent written and verbal communication skills
• Empathetic, customer-obsessed, and solutions-oriented
• Experience working cross-functionally with Product, Engineering, and Operations
• Ability to thrive in a fast-paced, ambiguous, rapidly evolving environment
• On-site availability in NYC

Preferred

• Experience in e-commerce, live shopping, marketplaces, or high-volume support environments
• Prior experience selecting or implementing CX tools (Zendesk, Gorgias, Intercom, etc.)
• Startup or early-stage company experience

Compensation

Salary range: $70,000 $110,000 , depending on experience.

What We Offer

• Opportunity to build an entire customer experience function from the ground up
• A dynamic, energetic environment in a rapidly growing sports entertainment company
• Collaboration with senior leadership and cross-functional teams
• Room for future team-building and leadership expansion
• Competitive compensation and growth opportunities
• Competitive benefits offerings

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