Customer Experience Manager

Hexis · Dublin, hybrid

About Hexis

Hexis is making nutrition your smartest training tool.

Driven by the understanding that every athlete is unique, Hexis has developed its own proprietary nutrition periodisation system, Carb Coding, that translates workout data into personalised fuelling strategies uniquely tailored to the demands of each athlete's training, lifestyle, and goals.

Built on the scientific foundations of physiology, exercise metabolism and nutrition, Hexis is at the forefront of innovation in personalised sports nutrition and is now trusted by athletes and coaches from leading professional and Olympic sporting bodies globally.

The opportunity

You'll own the customer experience of Hexis from the moment someone signs up, across two groups of customers.

The first is athletes using Hexis to support their training and performance. Mostly endurance, with many training fifteen to twenty five hours a week, and for these people fueling well is the difference between a great workout and a wasted one. They're serious, data literate and they ask brilliant questions. We love them.

The second is coaches. Small coaching businesses, often a mix of sports nutritionist and endurance sports coaches, who want to build world class nutrition technology  into what they offer their stable of athletes. They're commercially sharp, they're scientifically well versed, and their experience of Hexis shapes their athletes' experience of it too.

Three things make this a bigger job than the title suggests.

You'll own our AI support layer. We've built in Fin, Intercom's AI agent, into the Athlete App, and will soon add it into our Coach Hub. You'll take it on and make it genuinely excellent: what it answers, where it hands over to a human, how good those answers are, and how much of the experience it can carry. Owning an AI product properly, at the point where your decisions still shape what it becomes, is rare. This is one of those jobs.

You'll own the retention picture. You'll build our customer health dashboard, work out which signals actually predict who stays and who leaves, and then do something about it. You'll have engineering, data and marketing alongside you, a rich dataset to work with, and a direct line to the decisions that come out of it.

You'll design where humans add most value. Our consumer and coach base is growing; you'll decide what great self-serve looks like, where a conversation with a person is worth having, and provide support to athletes and coaches on their journey  to improved performance..

You'll report to our COO, and you'll have genuine say in how we build this.

You'd be great at this if

• You know the endurance sports world from the inside. You coach, you race, or you've worked in it, and you understand why someone reorganises their life around one race day in October
• You think in numbers. Retention, cohorts, contact drivers, activation. You've built something like this before, or you've been itching to
• You go looking for the causes of churn rather than waiting for them to appear in a report
• You can read a periodised fuelling plan and explain it clearly to a coach who isn't a nutritionist. You don't need a nutrition qualification, you do need to understand what the product is telling people and how it got there
• You have views on support tooling, and particularly on where AI belongs in a customer conversation
• You'd rather fix the cause than just close the ticket
• You like owning something end to end and being trusted to run it
• Brilliant basics are part of your everyday rhythm. Alongside diverse tasks, you still deliver the bread and butter ticket closure in a timely manner. 

This role might not be for you if

• You want a queue, an SLA and a playbook someone else wrote
• You measure your week in tickets closed alone
• You'd rather specialise. Some weeks this is writing and structuring help articles, some weeks it's a dashboard, some weeks it's a call with a coach building a nutrition offer for the first time, alongside closing ticket in a timely manner
• You're happiest inside a large team with a lot of structure around you
• Sport and training are neutral to you rather than genuinely interesting

The details

• Dublin based, hybrid. 
• Up to €60,000

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How to apply

Send your CV and a short note to careers@hexis.live. In the note, tell us:

• What's the retention problem you're proudest of solving.
• Why this — why Hexis, why now.

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