Mars Men is looking for a Head of Customer Experience who knows how to build CX that feels human, scalable, and obsessively customer-centric. This role is for someone who can blend operational rigor with creative problem-solving — someone who thrives in fast-moving environments, understands the realities of subscription eCommerce, and can lead both internal teams and external partners to deliver a world-class customer experience.
What You'll Own
CX Operations Leadership: Run day-to-day support operations across email, chat, social, and SMS.BPO Management: Manage offshore/onshore BPO teams, ensuring quality, performance, and alignment with brand tone and standards.Workforce Planning: Forecast volume, staffing, and scheduling needs across channels; build systems for proactive planning.AI & Automation: Identify opportunities to implement AI tools, macros, workflows, and automations that improve efficiency without sacrificing quality.Helpdesk Expertise: Own Gorgias (or comparable help desk) setup, optimization, reporting, and integrations.Social Support: Develop and maintain social moderation guidelines, escalation paths, and response frameworks to protect the brand.Subscription Support: Improve retention and reduce churn through thoughtful support flows, proactive outreach, and subscription management best practices.Cross-Functional Collaboration: Work closely with marketing, ops, product, and creative to close customer feedback loops and solve customer-impacting challenges quickly.Insights & Reporting: Build dashboards, track KPIs, and communicate insights that influence business decisions.
Who You Are
3–5 years of CX management experience, ideally within high-growth eCommerce or subscription-based brands.Experienced in managing BPOs — you know how to set expectations, monitor performance, and develop training that scales.Deep understanding of workforce planning, including forecasting, scheduling, and capacity modeling.Strong with AI, automation, and helpdesk tooling — you’ve built macros, rules, workflows, and automated processes at scale.Gorgias native (or strong experience with similar platforms like Zendesk, Gladly, or Kustomer).Experienced with social customer care — you can navigate fast-moving comment sections, DMs, and public-facing conversations with confidence and brand sensitivity.Ecommerce-savvy: You understand the customer lifecycle, why people churn, and how CX impacts LTV.Fast-moving and adaptable: You’re comfortable pivoting, reprioritizing, and finding solutions in real time as needs shift.A systems thinker: You see patterns, anticipate problems before they hit the inbox, and design solutions that scale.Strong communicator: You can translate insights, advocate for the customer, and build trust across the org.
Life at Mars Men
Competitive Compensation – We offer a strong salary and benefits package, tailored to attract top talent
Remote Work Environment – Our team is remote, offering full flexibility to work from home
Autonomy & Ownership – You’ll have the freedom to run your own systems and make real impact
Time Off – 15 PTO days per year (prorated), 9 company holidays, plus your birthday off
Parental Leave – Generous maternity and paternity leave policies for growing families
Health Benefits – 100% premium coverage for health, dental, and vision plans, with 25% coverage for dependents
401(k) – Company-sponsored plan with a 2% match through Guideline (elective participation)
Growth & Development – We invest in your professional development with ongoing learning opportunities
Why Join Us
Mars Men is one of the fastest-growing men’s health brands in the country, on a mission to help men feel stronger, sharper, and more confident every day. We’re not just building a supplement company; we’re building a movement around men’s wellness and longevity.
You’ll be joining a small, high-performing team that moves fast, thinks big, and takes pride in ownership. Every idea gets heard, every project moves quickly, and every person has direct impact on the growth of the business. If you want to help shape the future of a brand that’s changing how men take care of themselves, you’ll love it here.
