About Lalo:

Lalo is a modern baby and toddler brand built for today’s families.  We’re set on changing how you shop for your baby by creating thoughtfully designed products that simply...look good.  Being a parent can be tough, so you can rest easy knowing that we’ll always tell it to you straight, from which non-toxic materials we use and what products best fit your lifestyle, to what we’re working on next.  We love being a part of your special moments—the first tummy time, to the first coloring masterpiece—and promise to be there for you every step of the way. 

Position Overview:

As the CX Manager, you will be responsible for overseeing and improving the overall customer experience across all touchpoints. You will play a crucial role in ensuring customer satisfaction, loyalty, and retention. This position requires a strong understanding of customer needs, excellent communication skills, team leadership, as well as the ability to share evidence and customer feedback with different departments across Lalo.


  • Manage and lead a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver exceptional experiences

  • Monitor and analyze customer feedback, reviews, and inquiries to identify areas for improvement and communicate these findings to teams across the organization.

  • Collaborate with cross-functional teams, including marketing, sales, and product development, to enhance the overall customer experience.

  • Analyze customer feedback and data to identify pain points and opportunities for improvement in our customer journey.

  • Establish and maintain customer service standards, policies, and procedures to ensure consistent and efficient service delivery.

  • In collaboration with Operations monitor returns and return trends across all products

  • Handle escalated customer issues and complaints, ensuring prompt resolution and customer satisfaction.

  • Monitor and report on key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, response times, and resolution rates.

  • Collaborate with the marketing team to support sales efforts and ensure efforts are a seamless cx.

  • Conduct regular training sessions with the product team, to ensure team is best equipped to handle all customer inquiries


  • Proven experience in a customer experience or customer service management role, preferably in the e-commerce industry.

  • Strong understanding of customer experience principles, strategies, and best practices.

  • Excellent leadership and team management skills, with the ability to motivate and inspire a team.

  • Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels.

  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.

  • Strong problem-solving and conflict resolution skills.

  • Proficient in using customer service software, CRM systems, and other relevant tools.

  • Knowledge of the babygoods industry and an understanding of customer needs and preferences is a plus.

  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

  • Self-motivated and able to work independently, while having the desire to collaborate with other departments.


  • Competitive salary

  • Ability to be fully remote

  • Medical, dental, and vision health benefit options

  • 401k access

  • Unlimited PTO

  • Opportunity to take the CX of a Series A funded, high growthp to the next level