The Splash Lab Seeks a Head of Customer Experience
The Splash Lab
Seeks a Head of Customer Experience
Torrance, CA
The Company
The Splash Lab are here to make a splash by making the ordinary, extraordinary. Restrooms are the most used spaces and least considered, we’re changing that. 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
How to Apply
Please send your resume and a short cover letter to recruiting@thesplashlab.com, explaining why you're passionate about creating exceptional customer experiences in a product-driven business like The Splash Lab.