Sans

Compensation

Full Description

Head of Customer Experience Sans is on a mission to build the next great consumer hardware brand, with a laser focus on products that help people live healthier lives at home. We started with a category-leading air purifier before expanding to a best-in-class countertop water purifier that actually works to eliminate harmful contaminants – and our product roadmap is just getting started. We’re a small, ambitious team that believes deeply in our ability to create a meaningful consumer brand. We move fast, learn quickly, and consistently outperform much larger competitors. About the Role We’re seeking a Head of Customer Experience to lead and scale our CX function at Sans. You’ll oversee our 10-person offshore support team and design a strategy that delivers world-class service while driving revenue and loyalty. This role is both strategic and hands-on: you’ll set the vision for what great customer experience looks like, own the systems and metrics that bring it to life, and build a program that delights, converts, and retains customers at scale. You’ll report directly to Sans’s founders, working cross-functionally with product, operations, growth, and creative to ensure the customer voice shapes everything we do. Responsibilities Lead, coach, and develop Sans’s 10-person offshore support team, instilling a culture of accountability, empathy, and performance. Own key CX metrics (CSAT, NPS, resolution time, upsell rate, retention) and build reporting that keeps the org aligned on progress. Map and optimize the end-to-end customer journey, from pre-purchase support to onboarding, troubleshooting, retention, and advocacy. Design scalable systems and processes to improve speed, consistency, and overall customer satisfaction. Expand CX channels, including phone support, and build them into consultative sales touchpoints that drive conversion and upsells. Partner with growth and creative teams to source reviews, testimonials, and social proof that strengthen our brand and acquisition funnel. Leverage and optimize tools including Gorgias (CX), Shopify (commerce), and Stay (subscriptions) – plus AI integrations – to balance efficiency with a human experience. Build strong feedback loops with product and marketing, ensuring customer insights inform roadmap and messaging decisions. 5+ years of experience in customer experience, customer service operations, or a related field – ideally at a direct-to-consumer or hardware brand. Proven track record of leading and scaling CX teams, including offshore/distributed teams. Strong technical aptitude – you can understand Sans’s products and competitors, and communicate clearly with customers. Demonstrated success turning CX into a revenue channel (upsells, consultative sales, retention). Skilled at setting and driving KPIs; strong analytical chops (dashboards, funnels, root cause analysis). Comfortable testing and integrating new technologies, with hands-on experience in Gorgias, Shopify, and subscription platforms (e.g., Stay, Recharge, etc.). Exceptional communication and collaboration skills – you can inspire executives and coach frontline agents alike. Core requirement: a low-ego, high-ownership operator who thrives in fast-moving, ambiguous environments. Bonus points for: experience with subscription models, international CX, and scaling CX functions at high-growth DTC brands. Competitive salary and bonus structure that rewards both individual and team achievements. Fully-paid medical, dental, and vision coverage. Flexible PTO policy. Direct collaboration with Sans’s founders and leadership team. A chance to shape a fast-growing company at a formative stage. True career upside – our steep growth trajectory creates unique opportunities to lead, learn, and advance quickly.