Customer Experience Lead

About Gantri

Gantri is one of the most innovative and fastest-growing design manufacturers in the world. We pioneered the use of digital manufacturing and plant-based polymers to create high-quality, sustainable lighting products onshore and on-demand. As the most awarded design manufacturer in America, we operate the world’s largest 3D print farm right here in the Bay Area.

At Gantri, design is at the heart of everything we do. We deeply value and prioritize thoughtful, human-centered experiences across every customer touchpoint—from product design to digital experience to support. We’re seeking a driven, detail-oriented Customer Experience Lead to champion our customers and shape the way we serve them as we grow.

The Role

As a Customer Experience Lead, you’ll play a critical role in owning and continuously improving our customer support experience. Your goal will be to deepen our understanding of our customer personas and their journeys, measure satisfaction and retention and ultimately increase retention and referrals. You’ll manage daily support operations, independently resolve complex issues, and proactively identify patterns and process gaps that impact our customers. You’ll work cross-functionally with Product, Design, and Manufacturing teams to translate feedback into action, using data and empathy to advocate for a best-in-class customer experience. This is a growth-oriented role for someone who’s ready to go beyond ticket responses—building workflows, guiding CX strategy, and collaborating to solve systemic issues. You’ll be instrumental in helping shape the next chapter of customer support at Gantri.

What You’ll Do

- Lead daily customer support operations across email, Zendesk, and social media, upholding quality and responsiveness and documenting process in SOP's

- Investigate and resolve escalated customer issues independently, collaborating with production, design, and engineering teams

- Create and maintain internal documentation and workflows to improve team efficiency and customer insight knowledge sharing.

- Track and analyze customer feedback to identify trends and insights, distilling actionable recommendations for Production, Industrial Design, and Product teams.

- Proactively communicate order updates and delays to customers to build trust and transparency.

- Develop and present regular CX reports highlighting common complaints, recurring issues, and opportunities for improvement.

- Serve as the voice of the customer, ensuring their needs are always represented in company decision-making.

- Support design research efforts by sourcing participants and summarizing customer feedback.

- Track satisfaction metrics like NPS and CSAT and identify opportunities to improve the customer journey

What You Bring

3–5+ years of experience in a customer-facing role, ideally in e-commerce, consumer goods, or design-driven products.

Proven ability to independently resolve complex customer issues and coordinate across teams.

Strong organizational and prioritization skills with attention to detail and follow-through.

Excellent written and verbal communication skills—you’re clear, empathetic, and confident.

Proactive problem-solver who can identify issues before they escalate and take initiatives to fix them as well as document key learnings.

Strong Experience with support and workflow tools (Zendesk, Asana, Notion, Google Suite) and building out new workflows

Data fluency—you’re comfortable creating customer data reports and synthesizing feedback into clear, actionable insights.

Design research— lead user research initiatives to better understand and improve the customer journey

Why Gantri

Competitive salary and equity

Medical, dental, and vision coverage with Health FSA

401k savings plan

15 paid vacation days + paid holidays + unlimited sick leave

Generous paid parental and family leave

Pre-tax commuter benefits

Access to 3D printers for personal projects

Monthly team lunches and quarterly offsites

Collaborative, design-forward culture that values curiosity and craft