Customer Service Manager

ShipMonk•Louisville, KY

9h•Onsite

About The Position

ShipMonk is a 3PL and growth partner for merchants, offering cutting-edge technology and a network of owned and operated fulfillment centers to empower high-growth ecommerce and DTC brands. With over 2,500 employees across five countries, ShipMonk aims to revolutionize fulfillment by providing services from fast click-to-delivery and real-time inventory to custom solutions, all with a merchant-first mindset. The company emphasizes a global fulfillment network, proprietary AI-powered technology, unrivaled hands-on support, transparent pricing, and a commitment to future innovation with over $10 million invested annually in R&D. Their core values include being merchant-first, taking ownership, valuing their people, challenging the status quo, and getting things done. This Louisville, KY based Client Experience Manager (CXM) role is a results-driven, people-first leadership position. The CXM will lead a team of high-performing individual contributors focused on delivering exceptional daily support, responsible for achieving key service metrics such as resolved cases, CSAT, first response time (FRT), and cost per unit, while also fostering team growth and development. It is a hands-on leadership role that combines operational excellence with people development, ideal for someone passionate about service quality, thriving in fast-paced environments, and skilled in coaching teams to meet performance goals.

Requirements

3–5 years managing customer-facing teams, preferably in logistics, eCommerce, SaaS, or B2B services
Track record of owning and improving CSAT, case resolution, and other CX metrics
Comfortable with tools like Salesforce, Gorgias, Intercom, Zendesk, or similar
Experience coaching and scaling individual contributors
Strong written and verbal communication skills

Nice To Haves

Experience with 3PLs or high-growth startups

Responsibilities

Own daily, weekly, and monthly support metrics for your team - resolved cases, CSAT, first response time (FRT), cost per unit, and more.
Leverage dashboards, reporting tools, and 1:1 coaching to drive continuous improvement.
Run daily stand-ups, monthly reviews, and quarterly performance planning.
Train, develop, and elevate a team of support pros who can thrive in a high-growth, high-expectation environment.
Deliver clear goals, timely feedback, and structured development paths.
Spot burnout, boost morale, and keep your team firing on all cylinders.
Serve as the escalation point for complex or high-touch client issues.
Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.
Use feedback loops to identify support trends, gaps, and opportunities for automation or efficiency.
Contribute to process improvements, documentation, and training initiatives.
Help shape the playbooks and scorecards that define how we deliver excellence.
Be a voice in cross-functional forums — what happens in support impacts the whole business.