Customer Service Manager

ShipMonk•Louisville, KY

17h•Onsite

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, Changing the score, and Getting things done. This role is for a results-driven, people-first Client Experience Manager (CXM) based in Louisville, KY. The CXM will lead a team of individual contributors focused on delivering exceptional daily support, responsible for hitting key service metrics such as resolved cases, CSAT, first response time (FRT), and cost per unit, while also growing and developing their team. This is a hands-on leadership role combining operational excellence with people development, ideal for someone passionate about service quality, thriving in fast-paced environments, and skilled in coaching teams to meet 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.
Run 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 for the team.
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 delivering excellence.
Participate in cross-functional forums to represent support's impact on the business.