Client Experience Manager
About The Position
We’re looking for a Pittston, PA based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. You’ll be responsible for hitting key service metrics - resolved cases, CSAT, first response time (FRT), cost per unit - while also growing and developing your team. This is a hands-on leadership role where operational excellence meets people development. If you're passionate about service quality, thrive in fast-paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge.
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.
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
