eCommerce Customer Experience (CX) Manager

Diversitech•Duluth, GA

2d•Onsite

About The Position

The primary responsibility of the eCommerce Customer Experience (CX) Manager is to ensure a consistent, professional, and scalable customer experience across all eCommerce channels. This role oversees the customer service operation from pre-purchase inquiries through post-purchase support, including reviews, returns, refunds, issue resolution, and customer retention initiatives. The CX Manager leads the customer service team, manages customer support technologies and review platforms, and leverages Voice of Customer (VOC) insights to improve customer satisfaction, operational performance, and business growth.

Requirements

Bachelor’s degree in Business, Customer Service, Marketing, Communications, or a related field.
Minimum of 5 years of experience in customer experience management, customer service operations, eCommerce support, or direct-to-consumer (DTC) customer service leadership.
Experience managing customer service teams, including training, quality assurance, workforce management, and escalation processes.
Experience with customer service platforms such as Zendesk, Gorgias, Freshdesk, Shopify Inbox, or similar technologies.
Strong understanding of return, refund, replacement, and customer issue resolution workflows.
Demonstrated ability to analyze customer feedback and operational data to identify trends and drive continuous improvement.
Excellent verbal and written communication skills with the ability to interact effectively across all levels of the organization.
Strong organizational skills with the ability to prioritize multiple initiatives in a fast-paced environment.
Proactive self-starter with exceptional attention to detail and customer focus.

Nice To Haves

Bilingual in English and Spanish.
Experience with Bazaarvoice or similar customer review and Voice of Customer platforms.
Experience within eCommerce, durable goods, building products, HVAC, contractor-focused products, or manufacturing environments.
Experience supporting Shopify-based commerce operations.

Responsibilities

Manages the day-to-day operations of the customer service team, including staffing, scheduling, workload allocation, training, quality assurance, and performance management.
Establishes and monitors service-level agreements (SLAs) for response times, issue resolution, escalation handling, returns, refunds, and customer follow-up activities.
Develops and maintains customer support processes, operating procedures, escalation paths, response templates, and service recovery standards.
Oversees customer support channels including email, chat, phone, Shopify inquiries, reviews, and marketplace-related customer communications.
Manages customer review and feedback platforms, including Bazaarvoice and other customer review systems, ensuring timely responses, issue routing, moderation, and reporting.
Administers customer service platforms and support technologies, maintaining workflow accuracy, issue categorization, reporting standards, and process compliance.
Collaborates with Operations, Logistics, and Sales teams to resolve fulfillment, shipping, product quality, replacement, return, refund, and customer satisfaction issues.
Identifies recurring customer concerns and develops solutions to improve product information, shipping communications, onboarding content, FAQs, and service processes.
Analyzes customer support interactions, reviews, return data, and feedback trends to provide actionable Voice of Customer insights to leadership and cross-functional teams.
Partners with Marketing, Product Management, and eCommerce teams to improve customer-facing content, conversion optimization efforts, post-purchase communications, and retention initiatives.
Supports customer retention programs by identifying opportunities to improve customer engagement, service recovery, repeat purchase behavior, and overall brand loyalty.
Tracks and reports on customer experience performance metrics and develops action plans to address service gaps and business risks.
Keeps abreast of customer experience trends, technologies, and best practices to enhance support operations and business outcomes.
Performs other duties as assigned.