CX Manager

Customer Experience (CX) Manager Location: 100% Remote Contract Type: Independent Contractor Agreement

About the Role We are looking for a data-driven Customer Experience (CX) Manager to own, scale, and optimize our customer support function. You will build and manage a team of CX representatives, establish operational policies and SLAs, drive cross-functional process improvements, and maintain high standards for CSAT, NPS, and response times.

Key Responsibilities Team Leadership & Performance Team Management: Hire, onboard, train, and schedule CX representatives to maintain coverage targets.

Coaching & QA: Conduct regular 1:1s, set individual performance targets, and run a ticket QA program to ensure accuracy and brand-aligned tone. KPI Ownership: Define, track, and report on key CX metrics (CSAT, NPS, First Response Time, Resolution Time, Ticket Volume, Cost per Contact).

Policy & Process Ownership CX Playbook: Design, document, and update all CX policies (returns, refunds, exchanges, damaged orders, escalations, and goodwill guidelines). SLAs & Knowledge Base: Establish and enforce first response/resolution SLAs across all channels (email, chat, social) while maintaining internal documentation. Root-Cause Analysis: Analyze complaint trends to drive operational, product, or policy fixes that reduce contact volume.

Systems & Cross-Functional Collaboration Helpdesk Management: Own the CX platform setup—including automated workflows, macros, tagging, and routing.

Cross-Functional Alignment: Partner with Operations (shipping/fulfillment), Marketing (promotions/brand voice), Product (packaging/quality feedback), and Finance (refunds/chargebacks). Voice of Customer (VoC): Synthesize customer insights into regular summaries for leadership to inform business decisions.

Candidate Profile Requirements (Must-Haves) Experience: 4–7+ years in Customer Experience/Support, including 2+ years of direct team management.

Policy & SLA Ownership: Proven track record of creating and enforcing CX policies and SLAs from scratch. Data & Analytics: Ability to build, interpret, and act on KPI dashboards to optimize performance. Communication: Exceptional written and verbal communication with an empathetic leadership style.

Preferences (Nice-to-Haves) Industry experience in DTC, E-commerce, or Beauty/Skincare/CPG. Familiarity with the Shopify platform. Strong process-improvement mindset aimed at resolving systemic issues.

Required Tech Stack CX Platforms: Hands-on experience with Gorgias, Zendesk, or similar helpdesk systems.

E-Commerce: Shopify (preferred).

• 3–6+ years in customer experience/support including 2+ years directly managing a team of reps, with a track record of owning CX policies and SLAs.

• DTC, e-commerce, or beauty/skincare/CPG experience, Shopify platform familiarity, and a process-improvement mindset.

• Hands-on experience with a helpdesk/CX platform such as Gorgias or Zendesk.