Customer Experience Manager

Join Glade Optics

At Glade Optics, we're building premium gear for people who live for days in the mountains. From industry-leading ski goggles and helmets to performance sunglasses, our products are designed to help outdoor enthusiasts see more, do more, and enjoy every adventure.

As one of the fastest-growing brands in the outdoor industry, we're obsessed with delivering exceptional products and an even better customer experience. We're looking for a Customer Experience Manager who shares our passion for skiing, snowboarding, and creating memorable customer interactions.

If you're equally comfortable helping a customer choose the right lens for a powder day, optimizing support workflows, and leading a high-performing team during peak season, we'd love to meet you.

About the Role

The Customer Experience Manager is the voice of the customer at Glade Optics. You'll oversee all customer-facing support channels, including email, chat, phone, and community engagement, while serving as a product expert and customer advocate.

This role combines strategy and execution. During the off-season, you'll operate primarily as an individual contributor focused on improving systems, processes, and customer insights. During the busy fall and winter months, you'll lead and coach a seasonal team of Customer Experience Representatives, ensuring every customer interaction reflects the Glade brand.

The ideal candidate is an active skier or snowboarder who understands the gear, culture, and mindset of mountain athletes and can translate that knowledge into an exceptional customer experience.

What You'll Do:

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.

What We're Looking For:

Required Qualifications

• 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.

Preferred Experience

• Experience leading, coaching, or managing teams.
• Familiarity with e-commerce and direct-to-consumer brands.
• Experience with Gorgias, Shopify, Loop Returns, Google Workspace, Microsoft Office, and modern customer support platforms.
• Ability to use personal product expertise to educate customers and train team members.

Why You’ll Love Working at Glade:

• Competitive benefit package
• Ski pass stipend
• Glade gear discounts
• Industry discounts
• The Digital Stronghold portfolio discounts
• Work alongside passionate skiers, snowboarders, and outdoor enthusiasts.
• Have a direct impact on customer loyalty, product feedback, and company growth.
• Join a customer-first culture where your ideas and insights matter.

If you love the mountains, thrive on solving problems, and believe exceptional customer experiences build great brands, we'd love to hear from you.