Customer Experience Manager

Customer Experience Manager

FitXR is a fitness technology company working at the cutting edge of VR and MR, building a movement for movement.

We started life in 2016 in a garden shed in the UK. Today, we’re building FitXR, one of the top-downloaded apps on the Meta Quest store. We’ve raised close to $30m from top investors such as Maveron, Hiro, and BoostVC.

We've built a growing range of fitness studios, from box workouts with world-class trainers like Olympian Nicola Adams to immersive Zumba dance classes. While nothing compares to trying it yourself, you can watch a trailer here.

Our team is distributed across Europe and the US. We’re guided by our Principles of Play: four core beliefs about how we treat each other and our community. We make space for every voice, believe in the importance of a learner’s mindset, and prioritize team success over individual glory.

FitXR is available on Meta Quest 2 & 3 and has been downloaded by over a million people worldwide and featured in Forbes, Empire, T3, Washington Post, Men's Health, GQ and more. In 2022, FitXR ranked 6th in The Information’s 50 Most Promising Startups.

TLDR

At FitXR, our community is everything, and we’re searching for a passionate Community Lead to deepen our connection with our users. If you’re all about building strong relationships, making a real impact, and owning community strategy and management, this role is for you.

As the Customer Experience Manager at FitXR, you’re more than a typical community manager. You’ll be the voice of our members, driving their needs straight to our product and marketing teams. You’ll craft and execute a strategy that scales and engages our community, making sure their voices shape everything we do.

This isn’t just a role—it’s a chance to own the full user relationship, from first impressions to long-term engagement. You’ll push for changes that benefit the community and align with our company goals, all while learning from user research to ensure we’re always building with our users in mind.

What you’ll find here

1 - A rare opportunity to shape and grow a passionate global community

2 - The chance to work at the intersection of product, marketing, and customer experience in a fast-growing, innovative company whose mission is about enabling users to live healthier lives.

3 - Strong foundations, but an openness to challenge and improve

4 - A highly invested senior leadership team who believes our customer is the centre of our success

5 - A culture built on delivering greatness, sharing feedback and trying new things - you’ll have the space to experiment

6 - A collaborative and mission-driven team dedicated to making fitness more fun, accessible, and engaging for everyone.

What does success as a Customer Experience Manager look like?

• Maintains high performing SLA (time & quality) for all support requests, operating within our customer manifesto. Measurement: CSAT score, social moderation

• Operates with consistent product expertise and delivers support at the level of an engineer. Maintains a real-time information pipeline between Product/Eng and support functions. Measurement: support accuracy & efficiency

• Builds love for the Community, documenting and circulating key customer stories for internal and external circulation. Measurement: employee mission alignment, marketing community content

• Serves as extended QA, offering a real-time feedback loop from the community front lines. Measurement: bug reporting efficiency

• Community engagement that drives positive social sentiment and extends the brand voice. Measurement: reviews moderation, social moderation

Our mission is to make the world a healthier place with the world's most loved fitness product: to create a Movement for Movement. To build inclusive products, we need to build an inclusive team. Please know that this list is indicative and that we would still love to hear from you even if you feel you only are a 75% match. Skills can be learnt, diversity cannot. We promote a diverse and inclusive culture at FitXR.

Logistics 🛠

Our interview process takes place on Google Hangouts and tends to consist of the following stages:

• Initial screen with the talent team

• Hiring Manager / technical interview

• Collaborative task stage

• Founder / Exec Interview

Some roles will have extra stages but we’ll let you know as early as possible if so.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance.

Benefits 🌱

As well as being fully remote, our benefits include:

• Unlimited annual leave

• Remote work - US East / UK working hours for this role

• Stock options - everyone is an owner

• Annual learning budget

• Annual wellbeing budget

• Work-from-home stipend

• Annual company retreat

• VR headset and free membership to FitXR

• Health Insurance with Empire Health, Dental and Vision coverage

• HSA / FSA

• Employer contribution to the 401(k) plan

• 12 weeks full paid family leave