Manager, CX Brand Response

Manager, CX Brand Response

Location: Remote

About the Role

We are seeking a Manager, CX Brand Response to own how our client shows up in every public-facing customer conversation across social platforms, review sites, Reddit, and beyond. This role sits at the intersection of social response and customer experience, ensuring every interaction feels genuine, timely, and true to the brand.

You'll lead a small team of responders, maintain quality standards, and translate what customers are saying into signals the broader organization can act on.

What You'll Be Responsible For:

Social Response & Brand Voice

• Own inbound community engagement across social platforms comments, DMs, reviews, and Reddit ensuring responses are warm, consistent, and on-brand

• Set the tone and playbook for how the team shows up across all response surfaces

• Moderate conversations to maintain a safe, respectful environment and escalate sensitive or high-risk situations appropriately

Team Leadership & Quality

• Lead and develop a small team of Brand Response Representatives

• Set response standards, tone-of-voice guidelines, escalation protocols, and SLAs

• Own quality assurance — reviewing responses, closing gaps, and continuously raising the bar

• Train new hires and keep the team sharp on brand voice, platform updates, and evolving best practices

VOC & Escalation

• Actively listen across channels to identify patterns in customer sentiment and flag emerging themes to leadership and cross-functional partners

• Own resolution of complex, high-impact customer situations where standard scripts or escalation paths break down

• Synthesize VOC signals into structured recommendations for Brand, Marketing, and Product teams

• Identify systemic patterns behind escalations and surface them upstream with recommended fixes

Tools & Reporting

• Manage response workflows in Sprout Social (or similar) and Gladly CRM

• Deliver regular reporting on response volume, sentiment trends, and key customer pain points

• Track and close high-visibility issues against clear SLAs

What You'll Bring

• 4–6 years of experience in social response, community management, or CX at a DTC or consumer brand

• Experience leading a small team, including quality oversight and performance coaching

• Demonstrated ownership of customer-facing response across social, review platforms, and community spaces like Reddit

• Hands-on experience with a VOC or escalation program — capturing feedback, finding patterns, and bringing recommendations to partners

• Comfort in Gladly, Sprout Social, Shopify, or comparable tools

• Exceptional written communication with the ability to shift tone across contexts

What We'll Love About You

• You meet customers where they are frustrated, delighted, or somewhere in between and always know the right thing to say

• You can tell the difference between a one-off complaint and a signal worth escalating

• You're calm under pressure and confident making real-time judgment calls

• You translate high volumes of feedback into patterns that actually mean something to cross-functional partners

• You believe in giving back and understand why mission matters

• 4–6 years in social response, community management, or CX at a DTC or consumer brand
• Experience leading a small team (quality oversight + performance coaching)
• Ownership of customer-facing response across social, review platforms, and Reddit
• Hands-on VOC or escalation program experience (capturing feedback, finding patterns, making recommendations)
• Proficiency in Gladly, Sprout Social, Shopify, or comparable tools
• Exceptional written communication, ability to shift tone across contexts

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• Sprout Social (or similar social response tool)
• Gladly CRM
• Shopify (or comparable platform)
• Reddit
• Social platforms (Instagram, Facebook, TikTok, etc.)
• Review sites (Google, Trustpilot, etc.)