Client Experience Manager
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.
Nice To Haves
- Experience with 3PLs or high-growth startups.
Responsibilities
- Lead 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 team 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.
- Identify support trends, gaps, and opportunities for automation or efficiency through feedback loops.
- Contribute to process improvements, documentation, and training initiatives.
- Help shape playbooks and scorecards for service delivery.
- Act as a representative in cross-functional forums, highlighting the impact of support on the overall business.
Benefits
- Competitive Salary + Bonus
- Paid Time Off + Paid Holidays
- Health, Dental, Vision
- 401k with Match
- Company Events
- Wellness Programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
