Head of Customer Experience

The Company

We are here to make a splash by making the ordinary, extraordinary.

Restrooms are the most used spaces and least considered, we’re changing that.

At The Splash Lab, we create innovative, design-led washroom products that redefine the user experience. With a fast-growing presence in North America, our mission is to become the easiest restroom brand to work with—period. That starts with customer service that’s as considered and elevated as our products.

Our core requirements.

• Be disciplined, use data
• Collaborate, be supportive and proactive
• Debate, align, and document
• Creating “wow”
• Do Whatever it takes

Position Summary

We are seeking a Customer Service Manager who is deeply passionate about customers, products, and systems. In this role, you’ll own the entire customer service lifecycle—from quote requests and delivery updates to after-sales care and long-term client satisfaction. You will lead the creation of scalable processes and systems that make customer experience a strategic differentiator, while also playing a key role in sales enablement, upselling, and cross-functional reporting.

You will work closely with Sales, Estimating, Product Development, Operations, and Engineering to ensure customers feel supported, informed, and excited to work with The Splash Lab again and again.

Reporting

The role reports into the CEO / Operations Director

Key Responsibilities

Customer Experience & Lifecycle Management

• Manage customer interactions from initial inquiry through delivery, installation, and post-sale support
• Provide clear, proactive communication around lead times, delivery windows, and service expectations
• Ensure a positive experience even when resolving issues—turning challenges into loyalty-building moments
• Design and execute key client service programs (e.g., airports, national accounts) including white glove services, SLAs, and special service agreements

Systems, Processes & Tools

• Build and manage customer service systems and ticketing platforms
• Set up backend FAQ systems and internal knowledge hubs so everyone can support customers effectively
• Track, report, and continuously improve on customer satisfaction metrics (e.g., NPS, CSAT)
• Establish and uphold service SOPs to ensure consistency across all touchpoints

Product Understanding & Estimating Oversight

• Oversee and continuously improve the estimating process, including quote accuracy and BOM validation
• Provide training and oversight to ensure timely and accurate quoting aligned with pricing and product standards
• Serve as a go-to product knowledge expert to support internal teams and clients

Sales Support & Upselling

• Identify opportunities to upsell and cross-sell products during the service journey
• Collaborate with the Sales team to deliver insights on client behavior, pipeline, and conversion opportunities
• Provide regular reports on open quotes, sales follow-ups, and customer engagement

Cross-functional Feedback & Reporting

• Report trends and common customer challenges to the Product team to support ongoing improvement
• Share insights on popular products and recurring issues to guide roadmap decisions
• Provide weekly reports to Sales and Product teams on customer feedback, quote status, and delivery performance

Training & Enablement

• Develop and lead internal product training programs for sales, customer service, and support teams
• Coordinate weekly product training episodes featuring engineers and technical team members
• Help create a consistent product knowledge foundation company-wide

Team Building & Leadership

• Build and lead a high-performance customer service team
• Establish clear service KPIs, accountability structures, and a culture of excellence
• Foster a team environment that values responsiveness, empathy, and follow-through

Ideal Candidate Profile

• Experience: 5–10+ years in product-based customer service leadership
• Industry Background: Architecture, design products, engineered systems, or B2B manufacturing preferred
• Technical Acumen: Strong understanding of pricing, quoting, BOMs, kits, drawings, and technical support
• System Fluency: Skilled in customer service platforms (e.g., Zendesk, HubSpot, Freshdesk), knowledge base systems, and ticket tracking
• Communication: Exceptional verbal and written communication skills with a customer-first mindset
• Leadership: Proven ability to build teams, establish SOPs, and lead performance tracking (e.g., NPS)
• Drive: Passionate about process, product, and people—with the ambition to help make us the #1 customer experience in our industry

Why The Splash Lab?

• Join a rapidly growing design-led company making waves in commercial washroom products
• Help shape the experience of some of the most respected clients in North America
• Work cross-functionally at the heart of operations, sales, product, and engineering
• Make a measurable impact on customer loyalty, revenue, and brand reputation

Desirable Traits

• Systems thinker with attention to operational detail.
• Change agent comfortable driving process improvement.
• Collaborative yet decisive.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental and vision insurance
• Opportunity to work with an innovative brand in the design industry
• Career development and growth opportunities