Customer Experience & Systems Manager

Job Description

Job Description

Description :

About Paek Management Group

Paek Management Group is a fast-growing family office overseeing a portfolio of franchise businesses and carwash brands operating across multiple retail locations. As we scale, we are building a high-performance team with the systems, tools, and infrastructure to drive operational excellence, exceptional customer experiences, and long-term value creation.

Position Overview

The Customer Experience & Systems Manager is a hands-on, tactical role responsible for the daily management of our customer service and marketing systems. This position requires a unique balance of technical expertise and customer service judgment—ensuring system integrity, process efficiency, and consistently high-quality customer interactions. The role serves as the primary manager of the customer technology stack, supporting both internal and external users while overseeing case management and direct customer resolutions. Success in this position is defined by maintaining strong system performance, meeting SLAs, and driving scalable, repeatable processes that enhance the overall customer experience.

This position is based in Irving, TX, with occasional travel required to support our carwash operations in other markets.

Key Responsibilities

This role requires a dedicated focus on building, managing, and optimizing the technology that powers our customer service and marketing operations on a daily basis.

Technical Systems Management & Administration (50%)

• Own the tech stack : Serve as the day-to-day administrator for core customer platforms including Zendesk, Dialpad, Rinsed, and POS systems (DRB / Washify).
• Lead system implementation : Configure, launch, and optimize Zendesk workflows, user roles, and reporting to improve efficiency and visibility.
• Maintain data accuracy : Oversee customer databases, SKU libraries, and data hygiene through regular audits and cleanup.
• Expertly manage POS systems : Oversee and troubleshoot complex DRB and related system issues, ensuring timely resolution by coordinating directly with operations teams and IT vendors.

Customer Support Management & Operations (50%)

Requirements :

Core Competencies

Why Join Us

When you join Paek Management Group, you’re part of a close-knit team that values collaboration, growth, and genuine connection. You’ll have direct access to leadership and a culture that’s invested in your success.

We offer competitive pay, full medical, dental, and vision coverage, employer-paid life and AD&D insurance, short-term disability, and additional supplemental benefits. We offer a 401(k) with company match, paid time off, and paid holidays that reflect our commitment to your professional and personal well-being.