Sesame
Customer Experience Manager
San Francisco · Contract
Sponsorship not specifiedDetected 72 days ago
iOSCustomer SupportZendeskIntercom
About the role
- You'll be the first person in, writing the playbook as you go: handling tickets yourself while simultaneously designing the systems, processes, and team that will scale.
- The right person for this role is equal parts operator and customer advocate.
Responsibilities
- Lead customer support across hardware and software to deliver outstanding customer experiences.
- Grow and mentor a team of support specialists with a culture rooted in customer empathy.
- Develop and implement support processes, workflows, and documentation that cover the full product experience, including software subscriptions, physical product returns, and more.
- Partner with marketing to build a modern help center that is accessible across our platforms.
- Create opportunities for self-service support and scalable solutions.
- Partner with marketing, engineering, product, and QA teams to surface customer insights and drive product improvements.
- Identify, document, and escalate critical issues through hands-on troubleshooting and cross-team collaboration.
- At Sesame, the customer experience when something goes wrong matters just as much as the product itself, and we want to raise the bar for what great support looks like in an era of AI.
- Sesame believes in a future where computers are lifelike - with the ability to see, hear, and collaborate with us in ways that feel natural and human.
Requirements
- Strong understanding of consumer product support best practices.
- Experience with support tools and ticketing systems (Zendesk, Intercom, or similar).
- Experience supporting consumer software products.
Nice to have
- Experience supporting consumer hardware products.
- Experience with support analytics, reporting, and KPI development.
- Experience with warranty, returns, and repair workflows for consumer electronics.
- Experience supporting products on iOS and Android.
- Sesame is committed to a workplace where everyone feels valued, respected, and empowered.
- We welcome all qualified applicants, embracing diversity in race, gender, identity, orientation, ability, and more.
- We provide reasonable accommodations for applicants with disabilities.
- Contact careers@sesame.com for assistance.
Compensation
- 401 (k) max employer match: 3.5% of compensation
Benefits
- 100% employer-paid health, vision, and dental benefits for you and your dependents
- Unlimited PTO and sick time
- Flexible spending account with employer matching up to $1,650/year (medical FSA)
- Opportunity to share in the company's success with competitive stock options
- Benefits do not apply to contingent/contract workers.
- With this vision, we're designing a new kind of computer, focused on making voice agents part of our daily lives.
- Build and execute a vision for best-in-class, scalable support in an era of AI, and set up KPIs and tooling to reach that north star.
Company info
- We're looking for a Customer Experience Manager to build and lead our support function from the ground up.
- You'll be close to the product, close to the customer, and joining at a time when you get to influence how we go to market with the right support programs in place.
This listing is sourced directly from Sesame's careers page and normalized into a canonical job model.