Customer Experience Lead at Gantri

At Gantri, we are redefining the manufacturing landscape as one of the fastest-growing and most innovative design companies in the world. By utilizing plant-based polymers and advanced digital manufacturing, we produce high-quality, sustainable lighting right here in the Bay Area. We operate the largest 3D print farm in the world, and we take pride in being the most awarded design manufacturer in America. We believe that design should influence every interaction, which is why we are looking for a passionate Customer Experience Lead to help us elevate our support standards and champion the needs of our community as we continue to scale.

About the Role

This is a full-time position where you will take ownership of our customer support strategy and operations. You will go beyond simple ticket management to deeply understand our customer personas and their unique journeys. By collaborating across our Product, Design, and Manufacturing teams, you will use data and empathy to turn customer feedback into meaningful improvements. Your work will directly influence our retention and referral rates while helping us build a world-class support infrastructure.

Key Responsibilities

• Manage daily support operations across various channels, including Zendesk, to ensure high responsiveness and quality while maintaining detailed standard operating procedures.
• Analyze customer feedback and satisfaction metrics to identify recurring trends, providing actionable insights to our Industrial Design and Product teams.
• Lead design research initiatives by sourcing participants and summarizing feedback to help us refine the overall customer journey.

Requirements

We are looking for someone with 3 to 5 years of experience in a customer-facing role, preferably within the e-commerce or consumer goods sectors. You should be a proactive problem-solver who is comfortable working independently to resolve complex issues. We value candidates who possess the following:

• Strong proficiency with support and workflow tools such as Zendesk, Asana, and Notion.
• Data fluency, including the ability to create reports and synthesize information into clear recommendations.
• Excellent communication skills and a proven track record of coordinating effectively across cross-functional teams.
• A keen eye for detail and the ability to build and document new operational workflows.

Location

This role is based in the United States and requires an on-site presence.

Compensation and Benefits

We offer a comprehensive package designed to support your well-being and professional growth. Our benefits include:

• Medical, dental, and vision insurance coverage.
• A 401k savings plan to help you prepare for the future.
• Generous paid time off, including vacation days, holidays, and sick leave.
• Maternity and paternity leave to support your growing family.
• Commuter benefits to assist with your travel needs.
• Opportunities to connect with the team through company retreats.