Head of customer experience

About The Splash Lab

At The Splash Lab, we design and manufacture intelligent, minimalist restroom systems for leading commercial and architectural projects across the country. Our clients are architects, contractors, and designers shaping some of the most forward-thinking built environments—and we’re proud to be their partner in delivering form, function, and beauty on a scale.

To support our growth and ensure our service is as exceptional as our product, we’re seeking a dynamic and technically fluent Head of Customer Experience to build, lead, and refine a best-in-class client journey—from first estimate through to post-installation support.

The Role

As Head of Customer Experience, you’ll lead the full client service function, overseeing the support team and touchpoints including technical estimating, ticketing, forecasting, solution design, and online ordering. This role requires both strategic leadership and hands-on involvement, particularly in building out new processes and metrics in a high-growth environment.

Crucially, we’re looking for someone with a background in product, design, or engineering, someone who appreciates beautiful, purposeful design and enjoys the technical detail behind our systems. You'll work closely with internal teams and external clients to ensure our products are understood, specified, delivered, and supported with precision and care.

Key Responsibilities

Leadership + Team Development

• Lead and mentor the Customer Experience team, setting clear goals and performance metrics.
• Create a scalable, process-driven function that delivers consistent, high-quality service.
• Foster a culture of accountability, technical fluency, and design appreciation.

Customer Lifecycle Ownership

• Manage the complete customer journey from purchase order to after-sales care, ensuring timeliness, accuracy, and transparency.
• Own the customer service ticketing system, prioritizing issue resolution within defined service levels.
• Proactively update clients on project status, product readiness, and delivery timelines.

Technical Estimating + Order Process

• Oversee and contribute to the estimating process, ensuring clear, accurate, and timely quotes.
• Work cross-functionally with the design and operations teams to align forecasting with client demand.
• Oversee the online order experience, ensuring it reflects our values of clarity, simplicity, and design excellence.

Customer Solution Design

• Act as a liaison between our design team and clients on large or complex projects, helping develop product-based solutions tailored to specific site or specification challenges.
• Ensure client requirements are correctly met and communicated internally to avoid delays or errors in delivery.

Product Training + Enablement

• Collaborate with the design team to create and roll out an internal product training program.
• Ensure all internal stakeholders, especially sales, service, and operations—become confident, well-versed experts in the TSL product suite.

What We’re Looking For

• Background in product, design, engineering, or a closely related field—you understand and value great design and enjoy diving into technical detail.
• 5+ years in a customer-facing leadership role, preferably in a design-led or product-based company.
• Demonstrated ability to lead both people and process with clarity, empathy, and drive.
• Strong project management and communication skills, with experience working across teams.
• Familiarity with the architecture and construction ecosystem is highly desirable.
• Creative mindset toward improving service workflows and customer touchpoints.
• Technically fluent and confident navigating installation details, product specs, and troubleshooting.

Why Join Us?

• Shape the client experience of a design-driven brand trusted by top architects and contractors.
• Take ownership of a core company function and help scale it from the ground up.
• Collaborate with a passionate, talented team that values innovation, simplicity, and care.
• Be part of iconic commercial design projects across the country.

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.