Customer Experience (CX) & Customer Service Manager
About The Position
The Customer Experience (CX) & Customer Service Manager will lead and oversee all aspects of the online customer journey, ensuring a seamless, high-quality experience from order placement through post-purchase support. This role manages the Customer Service team, oversees daily operations related to eCommerce orders, and partners cross-functionally with Operations, eCommerce, Logistics, and Marketing to drive customer satisfaction, retention, and brand loyalty. This individual is both strategic and hands-on — comfortable analyzing performance metrics while actively supporting their team and resolving escalated customer concerns.
Requirements
- 5+ years of experience in Customer Experience or Customer Service management within eCommerce or retail.
- Proven experience managing and developing a team.
- Strong understanding of online order management and fulfillment processes.
- Experience working cross-functionally with Operations and eCommerce teams.
- Data-driven mindset with strong analytical skills.
- Excellent communication and problem-solving abilities.
- Proficiency in customer service platforms and Shopify (or similar eCommerce systems).
Nice To Haves
- Leadership & Team Development
- Operational Excellence
- Customer-Centric Mindset
- Strategic Thinking
- Conflict Resolution
- Process Improvement
- Cross-Functional Collaboration
Responsibilities
- Own and elevate the end-to-end online customer experience.
- Develop and implement CX strategies to improve satisfaction, retention, and brand loyalty.
- Monitor and improve key KPIs including CSAT, response time, resolution time, NPS, and return rates.
- Identify customer pain points and proactively recommend process improvements.
- Lead, mentor, and develop Customer Service Representatives.
- Oversee daily team workflow including tickets, live chat, email, and social inquiries.
- Create staffing schedules to ensure proper coverage across peak periods.
- Conduct regular performance reviews, coaching sessions, and team trainings.
- Build and maintain a positive, service-driven team culture.
- Oversee all online order management including order processing, tracking issues, cancellations, exchanges, returns, and refunds.
- Partner with Warehouse/Operations teams to resolve fulfillment discrepancies.
- Monitor order accuracy and ensure SLAs are met.
- Manage escalated customer concerns related to shipping, product quality, or fulfillment delays.
- Partner with eCommerce and Marketing teams on product launches, promotions, and site updates.
- Work closely with Logistics and Inventory teams to address stock issues or shipping delays.
- Provide customer feedback insights to Product and Merchandising teams.
- Support fraud prevention and payment dispute management in partnership with Finance.
- Manage CX platforms (e.g., Zendesk, Gorgias, Shopify, etc.).
- Analyze customer data and generate weekly/monthly reports on performance metrics.
- Implement process improvements to increase efficiency and reduce costs.
- Maintain and update internal knowledge bases and SOPs.
Benefits
- B Corp Certified
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
