Senior Customer Success ManagerCustomer Experience Representative
Purple Dot - The Pre-Commerce Company
Customer Service, Sales & Business Development
Posted on Jul 26, 2025
Customer Experience Representative
Location
Location: Charlotte, NC (Hybrid – 2 days/week in-office)
Type: Full-time
About Us
At Purple Dot, our vision for e-commerce is simple: Everything that gets made, gets sold.
For decades, brands have waited for stock to arrive at the warehouse before selling online. The result? Nearly 1 in 4 products produced is never sold — leading to major losses and massive waste. We believe it’s time for a radical shift in how e-commerce operates.
Purple Dot is pioneering the pre-commerce movement: helping brands sell earlier — before inventory arrives — to increase sell-through, reduce waste, and drive profitability. Whether stock is 1 day or 1 year away, our platform enables smarter, faster sales that reduce risk and unlock new growth.
We’re trusted by leading brands including Mattel, McLaren, New Era, Limited Run Games, and Oh Polly, and we process millions in pre-orders every month. Backed by top investors like OpenOcean, Connect, Unusual, and Moxxie Ventures, we’re a 22-person team based in NYC, Charlotte, and London — led by second-time founders with a track record of acquisition.
The Role: Customer Experience Representative
We’re looking for a Customer Experience Representative who is customer-obsessed, process-driven, and confident working with a technical product. You’ll help brands unlock real value from pre-orders — building relationships grounded in results, trust, and impact.
You’ll support both our B2B and B2C channels, becoming a key voice for the customer across the business. You’ll work closely with our UK-based Customer Experience Representative, as well as our engineering and sales team, to provide hands-on support and analysis for our customers, ensuring they are set up for success.
This is a high-impact role for someone who thrives in fast-paced environments, gets energy from helping customers succeed, and isn’t afraid to roll up their sleeves.
What You’ll Do
Meet customers where they are in their channel of preference — whether that is Slack, Email, Chat or Zoom - to provide fast, helpful support
Develop deep product knowledge across our product, ecommerce, and partner systems
Proactively surface issues, escalate bugs, and champion customer-led feedback and feature requests
Use data and insights to prioritize work, inform decisions, and drive GMV growth and product adoption
Contribute to and grow our internal knowledge base and customer-facing FAQ
Lead customer discovery conversations to better understand their experience and triage product issues or requests
Help shape the future of Customer Support — improving internal processes and how we collaborate cross-functionally
What You’ll Bring
2-3 years in Customer Support or Customer Success, or similar at a Series A or B startup
A true ownership mindset — no task is too small if it means helping a customer succeed
A passion for continuous improvement and making things better each day
Confidence working with a technical product and collaborating cross-functionally to solve problems and influence product direction
Experience working with enterprise accounts, and a track record of going above and beyond
Strong communication skills and relationship-building skills with comfort operating at speed
Bonus: SaaS, ecommerce, or retail tech experience
Purple Dot Values
Always for Action: Move forward swiftly; urgency for customers and the journey
Pride in Execution: Deliver with high quality, efficiency, and pride
Focus as a Superpower: Prioritize tasks effectively; cut through noise
Diversity Raises the Bar: Embrace diverse thinking and experiences
The Experience is Fun: Enjoy the journey and maintain a sense of humor
Apply Now
Join Purple Dot and help reshape the future of retail.
If you’re excited about solving real problems for real brands — and want to work on something that makes a meaningful impact — we’d love to meet you.
Apply by emailing us:
Include your resume/CV, LinkedIn profile, and “CXR” in the subject line.