Customer Experience Team Manager

Accountabilities:

As a Customer Experience Team Manager, you will lead a distributed team of customer experience professionals while driving operational excellence and customer satisfaction. You will be responsible for coaching talent, optimizing performance, and implementing scalable solutions that improve the overall customer journey.

• Lead, manage, and develop a fully remote team of Customer Experience Specialists delivering exceptional support across email, chat, phone, and social channels.
• Drive key performance indicators including customer satisfaction, response times, retention metrics, quality scores, and operational efficiency.
• Coach and mentor team members to strengthen capabilities, engagement, accountability, and career development.
• Analyze customer insights and performance data to identify improvement opportunities and implement meaningful solutions.
• Partner with product, logistics, marketing, and other cross-functional teams to resolve customer pain points and improve processes.
• Lead initiatives focused on reducing friction, increasing efficiency, and enhancing customer satisfaction through continuous improvement practices.
• Support hiring, onboarding, and training efforts to ensure team members are aligned with organizational values and service expectations.
• Promote a culture of ownership, experimentation, adaptability, and customer-first decision-making within a remote environment.

Requirements:

The ideal candidate is an experienced customer experience leader with a strong background in managing high-volume support teams and improving customer operations. You should be comfortable balancing strategic thinking with hands-on execution, using data and collaboration to deliver measurable results.

• 4+ years of experience in customer experience, customer support, or related leadership roles, including at least 2 years managing remote or distributed customer service teams.
• Experience leading teams in retail, e-commerce, or high-growth environments is preferred.
• Proven ability to maintain engagement, accountability, and performance across remote teams.
• Strong understanding of customer experience metrics and the ability to use KPIs to drive operational improvements.
• Experience working with customer experience platforms such as Zendesk, Gladly, CRM systems, or similar tools.
• Excellent written and verbal communication skills with strong attention to customer tone, clarity, and service quality.
• Ability to manage multiple priorities in a fast-paced, evolving environment while demonstrating adaptability and a growth mindset.
• Strong coaching, mentoring, and team development skills.
• Bachelor’s degree or higher preferred.
• Availability to support weekends and holidays during peak business periods, particularly November through December.

Benefits:

• Competitive base salary range of $75,000 - $95,000 USD, depending on experience, skills, and location.
• Potential eligibility for bonus and equity opportunities.
• Fully remote work arrangement available anywhere in the United States.
• Comprehensive benefits package designed to support employee well-being and long-term success.
• Health benefits, retirement savings options, and additional employee programs.
• Paid time off and flexible work policies.
• Opportunity to join a mission-driven organization transforming the retail experience through innovation, technology, and customer-focused solutions.
• Work alongside talented teams in a collaborative, high-growth environment with opportunities for professional development.