Customer Experience Manager

We’re hiring a Customer Experience Manager to lead and elevate our customer support operation for a fast-growing eCommerce brand. This is a hands-on leadership role where you’ll manage a team of 5–10 Customer Experience Specialists while owning support operations, reporting, and automation initiatives.

You’ll balance people leadership with operational excellence, analyzing customer data, improving workflows, implementing AI-powered automations, and ensuring every customer interaction reflects an exceptional brand experience.

If you’re passionate about building efficient support systems, coaching teams, and using data to drive better customer experiences, we’d love to hear from you.

Responsibilities: Lead the Team

• Manage, coach, and develop a team of 5–10 Customer Experience Specialists.
• Oversee scheduling, staffing, and coverage during seasonal peaks.
• Hire, onboard, and mentor new team members.
• Conduct quality reviews and manage customer escalations.

Own Support Operations & Reporting

• Monitor key customer support metrics including:
• Contact volume
• Contact reasons
• First response time
• Resolution time
• CSAT
• Analyze trends and identify opportunities for operational improvements.
• Present insights and recommendations to leadership.

Build Automations & Improve Processes

• Optimize helpdesk workflows, routing rules, macros, and self-service resources.
• Implement AI-assisted support tools where appropriate.
• Identify repetitive tasks and automate them while maintaining a high-quality customer experience.
• Ensure complex customer inquiries receive personalized support when needed.

Drive Cross-Functional Improvements

• Identify recurring customer issues related to products, shipping, inventory, sizing, or website experience.
• Partner with Operations, Product, and Marketing teams to proactively address customer pain points.
• Help improve the overall customer journey through data-driven recommendations.

• 2+ years of eCommerce customer support experience.
• Previous experience leading or managing a customer support team.
• Strong analytical skills with experience reporting on support KPIs.
• Excellent written and verbal communication skills.
• Experience improving customer support processes.
• Ability to thrive in a fast-paced environment.
• Passion for delivering exceptional customer experiences.
• Interest in AI and automation within customer support.

• Shopify experience.
• Gorgias experience.
• Zendesk experience.
• Loop Returns experience.
• Apparel or footwear industry experience.
• Experience managing support during high-volume retail seasons.
• AI-powered customer support tools.

• Shopify
• Gorgias
• Zendesk
• Loop Returns
• Helpdesk & ticketing systems
• Reporting & analytics tools
• AI-assisted support platforms
• Google Sheets / Excel