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Customer Experience Manager
hace 3 semanas
**Job Title**: Customer Experience Manager
**Location**: Remote
**Working hours**: Monday through Friday, 8 AM - 5 PM PST. Occasional evenings/weekends for time-sensitive customer issues.
We’re an innovative brand on a mission to redefine multifunctionality with easy, efficient products that help our community save time, money, and space. We’re looking for a proactive and experienced Customer Experience Manager to lead and evolve our customer support strategy across e-commerce and social channels.
**ABOUT THE ROLE**:
**WHAT YOU’LL DO**:
- Lead and manage the day-to-day operations of the CX team, ensuring all inquiries are resolved promptly and with a customer-first mindset.
- Set and monitor KPIs including response times, resolution rates, CSAT, and ticket volume trends.
- Maintain our brand voice in all communication while providing coaching on tone, empathy, and professionalism.
- Act as a channel owner for both e-commerce and social support, ensuring streamlined workflows, consistent communication, and issue resolution.
- Handle escalated customer issues with empathy and sound judgment.
- Collaborate with cross-functional teams (marketing, product, ops) to provide customer insights, identify patterns, and improve the overall customer journey.
- Regularly audit tickets to ensure quality, accuracy, and adherence to CX guidelines.
- Recommend and implement process improvements to increase efficiency and customer happiness.
- Maintain and update macros, FAQ documents, and internal knowledge bases.
- Coordinate coverage and scheduling across the CX team, including occasional weekend or evening needs.
**Requirements**:
- A strategic, empathetic, and organized leader with a passion for customer experience.
- 5+ years in customer service, with at least 2+ years managing or leading a team.
- Experienced in using Gorgias (or similar customer service platforms, such as Zendesk), Shopify, and social messaging platforms (primarily Instagram, Facebook, and TikTok).
- Deep understanding of tone, timing, and escalation paths in customer communication.
- Beauty or consumer goods experience is a major plus.
- Excellent written and verbal communication skills.
- Tech-savvy and comfortable across tools like Google Suite, Slack, and project/task management platforms.
- Data-driven and constantly seeking to improve customer interactions through insights and feedback.
