Client Experience Manager

ShipMonk • Louisville, KY

15h • Onsite

About The Position

ShipMonk is seeking a Louisville, KY based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. This role is responsible for hitting key service metrics such as resolved cases, CSAT, first response time (FRT), and cost per unit, while also growing and developing the team. It is a hands-on leadership role that combines operational excellence with people development. The ideal candidate is passionate about service quality, thrives in fast-paced environments, and knows how to coach teams to hit 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 the team, including resolved cases, CSAT, first response time (FRT), and cost per unit.
• 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 professionals in a high-growth, high-expectation environment.
• Deliver clear goals, timely feedback, and structured development paths.
• Identify and address burnout, boost morale, and maintain team performance.
• 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 playbooks and scorecards that define service excellence.
• Act as a voice in cross-functional forums, understanding how support impacts the entire business.

Benefits

• Competitive Salary + Bonus
• Paid Time Off + Paid Holidays
• Health, Dental, Vision
• 401k with Match
• Company Events
• Wellness Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed