At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

We are seeking a highly motivated and entrepreneurial Customer Experience (CX) Manager to lead and build the CX function for a new product within our business. This role is ideal for someone who thrives in ambiguity, enjoys building from the ground up, and is energized by moving quickly in a startup-like environment.

You will be responsible for designing the CX strategy, building and managing a team, and directly engaging with customers to ensure an exceptional B2B experience across chat and email channels. This is a hands-on leadership role for a true self-starter who is comfortable doing whatever it takes to build, iterate, and scale.

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

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The Role You’ll Play:

• Build and lead the CX function for a new business from the ground up, including hiring, onboarding, and developing a high-performing team
• Define and execute the end-to-end customer experience strategy in partnership with Product, Engineering, Sales, and Operations
• Serve as a hands-on leader, directly supporting customers via chat and email when needed
• Own day-to-day CX operations, including workflows, SLAs, escalation paths, and quality standards
• Leverage Zendesk to design, optimize, and scale support processes and reporting
• Act as the voice of the customer, surfacing insights, trends, and feedback to influence product and business decisions
• Establish metrics and dashboards to measure performance, customer satisfaction, and operational efficiency
• Operate with urgency and adaptability in a fast-paced, evolving environment

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Experience You Bring:

• Proven experience building and leading a CX or Support team from scratch
• Strong background in B2B customer experience or support environments
• Hands-on experience with Zendesk, including chat and email support channels
• Demonstrated ability to thrive in startup or high-growth environments
• Self-starter mentality with a willingness to roll up sleeves and handle work at all levels
• Strong operational mindset with the ability to balance strategy and execution
• Excellent communication, leadership, and cross-functional collaboration skills

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.