Head of Customer Experience

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.

Requirements

• 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.

Benefits

• 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.