Customer Experience Manager
A customer service role that drafts clear, on-policy replies from your own rulebook, flags what needs a person, and learns from every edit. Your team approves and sends.
OWL Venice case study
DIY build kit
$149
Complete project instructions, onboarding interview, rulebook and answer-library setup, a 50-email replay test, recurring tasks and test prompts.
Buy the kit
Kit + 60-minute call
$499
The kit, plus a working session to set your inbox scope, rulebook and escalation list.
Buy and book
Done for you
$3,500
I build your rulebook and answer library from your past emails, set up draft-only inbox access, run the replay test and train your team. Help desk integration +$1,000.
Request a build
Optional management · from
$1,250 / mo
Weekly review of drafts and corrections, rulebook updates, monthly reporting and troubleshooting.
Ask about management
Bundle · with Chief of Staff
$249
Both kits: Customer Experience Manager and Chief of Staff Foundation, plus a start-here guide for setting them up together. Saves $49.
Buy the bundle
Bundle + 90-minute call
$649
Both kits, plus one 90-minute working session to set them up together around your business.
Buy and book
Bundle, done for you
$5,000
I build both roles for your business, test them and hand them over.
Request a build
What it does
Faster, consistent replies, without handing over the send button.
The Customer Experience Manager reads new messages in the inbox you choose, answers the actual question first, and drafts replies from your approved policies, answer library and voice guide. Anything outside the rules, like refunds above your limit or complaints, goes to a person with a short summary.
Daily
Drafts replies through business hours for your team to approve and send, plus a morning digest of what’s waiting and what needs a person.
Weekly
A learning loop: compares drafts with what your team actually sent, logs corrections and suggests rulebook updates.
Monthly
Themes in what customers ask, policy gaps, product issues worth fixing and how reply times are trending.
How it works
01
Connect
Your inbox or help desk, draft-only, confirmed before anything runs.
02
Interview
A guided interview that fills your rulebook, answer library and voice guide.
03
Replay
About 50 past emails, with personal details removed, scored against what you actually sent.
04
Pilot
Live drafting in one inbox, with every reply approved by a person.
05
Run
Regular drafting, a morning digest and a weekly learning loop.
What you’ll need
A Claude plan with Projects
Your inbox or help desk (Gmail, Gorgias, Zendesk or similar)
Your current policies: returns, shipping, subscriptions
About 50 past customer emails for the replay test
The Brand Foundation, or equivalent brand materials
Someone to approve and send replies
Works with
Brand Foundation (voice and approved claims)
Email Director (customer themes for campaigns and flows)
Website Director (questions that point to page fixes)
Chief of Staff (weekly handoff)
OWL Venice
Early signs at OWL Venice.
At OWL, the role drafts replies into the shared inbox through the day, and the team approves and sends every one. Its answer library was built from about 450 real emails, and setup surfaced 8 conflicting answers and about 14 policy questions the business hadn’t settled. Early signs point to faster, more consistent replies; fuller results will follow.
Questions
Will it send replies on its own?
No. By default every reply is a draft for a person to approve. You can allow a short list of fixed, low-risk messages, with daily limits and a log.
Can it issue refunds or change orders?
No. It drafts the reply and flags the request; a person makes the change.
What about customer privacy?
It reads messages through the inbox connection only while drafting. Customer details aren’t copied into its knowledge, examples or reports.
Which help desks does it work with?
Any inbox or help desk Claude can connect to with draft-only access. Without a connection, you can paste messages in and copy drafts back.
Do I need to be technical?
No. You’ll need admin access to your inbox or help desk and a few minutes a day to approve drafts.
Customer Experience works best on top of an approved Brand Foundation, and pairs with the Chief of Staff (Foundation) in Phase 2.