Sr. Customer Experience Manager

Uproot Clean

2d•Remote

About The Position

We're hiring a Sr Manager of Customer Experience & Fulfillment to own and scale the post-purchase customer experience across support, fulfillment, returns, and automation. You'll lead a team of 13+ across managers, team leads, and frontline support reps while overseeing customer experience across email, chat, and phone. You'll also work closely with our internal warehouse, 3PL, supply chain, and operations teams to make sure fulfillment issues are caught quickly, escalated appropriately, and solved at the source. This is a performance ownership role. You'll own the systems, standards, people, and metrics behind the customer experience, not just the support queue. A major part of the role is building an AI-first support organization that can scale without adding headcount at the same rate as volume. We want to automate repetitive, transactional interactions aggressively while protecting the human moments that actually matter. Automate the ordinary. Humanize the extraordinary.

Requirements

DTC/ecommerce experience is required: You understand the realities of physical-product ecommerce, including shipping, returns, refunds, fulfillment issues, and high-volume customer support.
Strong analytical chops: You can build your own reporting, identify patterns, diagnose root causes, and turn data into action.
Hands-on AI and automation experience: You've actually built, implemented, or improved workflows using AI or automation. Curiosity alone isn't enough.
Experience managing against clear KPIs: You know how to improve CSAT, first response time, SLA performance, QA, and productivity without gaming the numbers.
Strong operational judgment: You know when to solve a customer issue immediately and when to fix the underlying system creating the issue.
Comfort with accountability: You can coach, develop, and make hard calls when performance isn't where it needs to be.
Cross-functional ownership: You don't stop at "that's another team's problem" when the issue is impacting the customer.
Comfort operating in a messy environment: You can build while the business is moving, make decisions with imperfect information, and improve systems as you go.
Strong written and verbal communication: You can communicate clearly with frontline teams, leadership, external partners, and customers when needed.

Nice To Haves

Gorgias experience
Yuma or similar AI support experience
ShipHero or other WMS experience
Recharge experience
3PL experience
Returns operations experience
Experience launching or scaling phone and live-chat support
Wholesale or retail customer support experience
Experience managing international remote teams

Responsibilities

Lead customer support across email, chat, and phone, supporting approximately 20,000 customer interactions per month.
Manage and develop managers, team leads, and frontline reps across a remote international team.
Own performance across first human response time, CSAT, SLA adherence, QA, and other core support metrics.
Build clear operating rhythms across reporting, coaching, escalations, and performance management.
Stay close enough to the operation to understand what customers are experiencing without becoming the person who has to personally solve every issue.
Maintain high service standards across a seven-day support operation.
Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools we adopt.
Identify repetitive contacts that can be automated, eliminated, or shifted to self-service.
Build, test, and improve AI workflows based on actual customer outcomes, not just automation rate.
Push toward automating the large majority of routine customer interactions without creating a worse customer experience.
Establish clear guardrails for situations where human judgment is required, including legal issues, complex escalations, and emotionally sensitive customer interactions.
Continuously evaluate new tools and workflows that allow the team to support more volume without proportional headcount growth.
Oversee the customer-facing performance of our internal warehouse and 3PL.
Monitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and other customer-impacting issues.
Hold partners accountable to agreed service levels and escalate recurring operational problems.
Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.
Oversee returns, refunds, reships, and service recovery processes.
Support customer inquiries related to wholesale and drop-ship orders.
Ensure major customer-impacting operational issues are identified quickly and communicated clearly.
Build and maintain reporting across customer experience and fulfillment performance.
Track trends across first response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations.
Diagnose why performance changes instead of reacting only to the top-line metric.
Identify operational leaks and turn them into clear action plans.
Use data to determine where we need better automation, better processes, better coaching, or stronger partner accountability.