Client Experience Manager

ShipMonk•Fort Worth, TX

2d•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, ideal for someone passionate about service quality, thriving in fast-paced environments, and skilled in coaching teams to achieve 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.
Data-obsessed: uses metrics to manage and translate numbers into actions that improve client and team experience.
Understands what great support looks like: fast, friendly, and reliable, delivering real value beyond just hitting numbers.
A builder and coach: develops people, builds systems, and improves processes, balancing empathy with accountability.
Takes ownership and is solutions-focused, rolling up sleeves to fix issues.
Stays calm under pressure, leading with clarity and urgency during challenging situations.

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.
Utilize dashboards, reporting tools, and 1:1 coaching to drive continuous improvement.
Conduct 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 potential burnout, boost team morale, and maintain high 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.
Identify support trends, gaps, and opportunities for automation or efficiency through feedback loops.
Contribute to process improvements, documentation, and training initiatives.
Help shape the playbooks and scorecards that define service delivery excellence.
Act as a representative in cross-functional forums, understanding how support impacts the entire business.