Customer Experience Manager

About Astrohaus Astrohaus is a small team based outside Detroit, MI founded on the simple principle that consumers deserve more thoughtful technology products. Founded in 2014 with the breakout Freewrite Smart Typewriter, the brand has brought back the joy of writing to tens of thousands of writers across the globe. Over 1 billion words have been written on Freewrite devices since the first device shipped in 2016. Our philosophy is simple, create the best possible hardware and software tools by obsessing over details and not being afraid to blend old and new. The company was founded in 2014 and remains independent, profitable, and focused on craftsmanship. We thoughtfully use AI as a powerful set of tools to improve productivity and processes. Accolades: Freewrite products have won several awards and in 2021 the Smart Typewriter entered the Science Museum, London’s permanent Printing & Writing Collection becoming a literal piece of history. Read about the Freewrite family at getfreewrite.com, in The Atlantic, Wired, or in the WSJ. See Astrohaus.com/jobs for how to make your application stand out. The Opportunity We have over 10 years of shipping devices under our belt and it’s time to level-up our customers experience with a holistic owner that can meet customers where they are. Our writers love our products but often need immediate and sympathetic support when an issue arises. We’re looking for an AI-obsessed builder that can design and develop the processes and systems to support customers across all platforms. The goal is to provide the right information, at the right time while also offering a human touch when needed. AI has completely changed what is possible and we need you to lead the way. Like many roles, the expectations of a Customer Experience Manager in 2026 has changed a lot with the availability and increasing quality of AI tools. We believe that the right system is a blend of AI agents and AI assisted humans to support customers. The opportunity is to create an industry leading system and work directly with Founder Adam Leeb to build it top to bottom. What You'll Accomplish In your first 3 months: • Take over day-to-day support across email (primary), phone, and sms, and make every customer feel heard. • Reach out to customers proactively to solve problems, follow-up, delight them. • Get fluent in Freewrite hardware and software so you can troubleshoot fast and explain the fix simply. • Learn Atlas, our internally developed ERP and helpdek platform, inside out: how we answer questions, troubleshoot, process returns, and escalate press and wholesale inquiries. • Create and implement a plan for decreasing returns with a winback strategy • Identify where AI can deflect, draft, and speed up support without losing the personal touch. • Ship the first round of improvements to our FAQs, troubleshooting guides, and how-to docs, straight from real conversations. In your first 6 months: • Own the customer experience end to end and build the AI response and agent layer into Atlas, which runs our help desk today but has no AI yet. • Build systems that get the right information to customers at the right time, from first purchase through product mastery. • Stand up onboarding, including 1:1 video sessions, that gets new writers to first value fast. • Become the voice of the customer inside Astrohaus, feeding real insight to product and engineering. • Own the support metrics that matter, including resolution time, satisfaction, and follow-through, and report them clearly. • Write the first version of our CX playbook so the function can scale beyond you. What We're Looking For Must-haves: • 3+ years on the front line of customer service, technical support, or another client-facing role, ideally in technology or hardware. You have spent real time talking to customers either in a small company or as a founder. • Proven ownership, not just participation. You have built or run a support or CX function and designed the processes and systems yourself, rather than only working inside someone else's. • Strong writer. Most of your support is written, so clarity matters. And all of our current customers are writers so there is no room for error here. • Technical acumen: quick to learn new hardware and software, and able to explain complex things in plain language. • Empathy under pressure: you keep your composure with frustrated customers and make them feel heard. • Ownership mentality: you follow up and follow through without being chased. • Comfortable using AI to handle more customers without losing the personal touch. • Real experience building with AI. You can show us agents, tools, or workflows you have actually shipped, not just used. This is required. • Self-directed and organized enough to be responsive to customers while also pushing projects through to completion • You love design and technology. Nice-to-have: • You're a writer, or part of the writing community. The Environment • Remote-friendly, Eastern Time preferred. Typical hours are 9am to 5pm ET. • Atlas, our customer-experience platform, is already deployed and running our help desk. It just needs an owner to build the AI layer on top and run the whole experience. • Small team by design, based outside Detroit, independent and profitable, and focused on craftsmanship. You will have a lot of ownership and real accountability. • We use AI heavily to move faster and think bigger, and this role is where that matters most. • Three simple rules run our support: make the customer feel heard, have the correct answer, and follow up and follow through. • You'll work directly with founder Adam Leeb along with other members of our engineering, ops, and marketing team. Compensation Our lean team and fast growth let us offer stable, competitive compensation usually reserved for larger companies: • Competitive market-rate salary • Annual performance bonus • Unlimited PTO • BCBS health & dental • 401(k) program • Relocation bonus • Nimble hiring process