Client Experience Manager
About The Position
ShipMonk is a 3PL and growth partner for merchants, providing cutting-edge technology and a network of fulfillment centers to empower high-growth ecommerce and DTC brands. With over 2,500 employees across five countries, ShipMonk aims to revolutionize fulfillment with fast click-to-delivery, real-time inventory, and custom solutions, all with a merchant-first mindset. The company emphasizes its Global Fulfillment Network, Proprietary Technology, Unrivaled Support, Transparent Pricing, and commitment to the Future through R&D investment. ShipMonk's core values include being Merchant-first, Owning it, recognizing that People make ShipMonk, aiming to Change the score, and getting things done.
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.
- Deliver clear goals, timely feedback, and structured development paths.
- Spot 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 the playbooks and scorecards that define how excellence is delivered.
- 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 & More
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
