Customer Experience Manager

About the Role

This Customer Experience Manager position involves directing daily support activities for both U.S. and EU markets. You will manage internal teams, BPO partners, and various vendors while refining workflows and resolving escalations. Your focus will be on delivering a consistent user journey across phone, email, chat, social media, and major marketplaces like Amazon and Walmart. You will utilize data to influence support strategy, improve retention, and control operational expenditures. Furthermore, you will handle workforce planning, budget management, subscription oversight, fraud prevention, and regulatory compliance. You will also spearhead the implementation of AI and automation tools while upholding strict quality standards within this remote, fast-paced wellness brand role.

Requirements

• You need more than five years of experience in CX or support operations, specifically within the Shopify and DTC eCommerce environment.
• You must demonstrate success in optimizing KPIs like first response time and CSAT, along with a background in managing subscription business models.
• Proficiency in customer support software, particularly Gorgias, is highly preferred, alongside experience with AI-driven CX platforms like Kodif.
• You must have proven leadership experience managing both in-house teams and third-party BPO partners.
• Strong analytical skills are necessary for finding friction points and leading cross-departmental improvements.
• You should be adept at drafting and managing QA processes, macros, and comprehensive SOPs.
• Fluent English communication skills are required, as is the ability to maintain a schedule aligned with US Eastern Time to facilitate coordination with European and South African teams.
• Familiarity with wellness or CPG compliance, knowledge of subscription tools like Stay AI or Recharge, and proficiency in a second language are considered strong assets.

Responsibilities

• You will manage the end-to-end support ecosystem, including the performance, contract terms, and service quality of outsourced vendors.
• You will handle the onboarding and training of support staff while developing standardized operational procedures and help center materials to boost productivity.
• You will resolve high-level customer complaints and proactively identify and fix systemic operational issues.
• You will monitor the performance and regulatory compliance of email automation and AI chatbots to maintain efficient and high-quality service interactions.

Benefits & Perks

• Full-time staff members become eligible for HMO coverage in Jamaica and the Philippines once they have completed 90 days of work.
• Team members located elsewhere are provided with a monthly medical stipend of $20 USD.
• Paid time off begins accruing after 90 days, with an increased allowance available starting in the second year.
• Designated holidays include Christmas Eve, Christmas Day, New Year’s Day, two days during Holy Week, and two floating holidays for staff based outside of the Philippines.
• This is a fully remote position.