Client Experience Manager

About the Role

Own the Metrics. Build the Team. We’re looking for a Louisville, KY 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.

Responsibilities

• Lead Performance with Precision
  • 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.
• Grow and Coach a Rockstar Team
  • 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.
• Champion the Merchant Experience
  • 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.
• Build Systems that Scale
  • 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.

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
• Bonus points for experience with 3PLs or high-growth startups

Skills

• Data-Obsessed: You don’t just look at metrics — you use them to manage. You know how to translate numbers into actions that improve both the client and team experience.
• You Know What Great Support Looks Like: You've worked within or managed teams that are fast, friendly, and reliable. You understand the difference between hitting a number and delivering real value.
• You’re a Builder and a Coach: You develop people, build systems, and improve processes. You balance empathy with accountability and love helping others level up.
• You Lean In and Take Ownership: You don’t point fingers — when something goes wrong, you roll up your sleeves and fix it. You lead with accountability, stay solutions-focused, and make sure nothing slips through the cracks.
• You Stay Cool Under Pressure: When things go sideways (and they will), you lead with calm, clarity, and urgency. You don't shy away from tough conversations or tight timelines.

Benefits

• Competitive Salary + Bonus
• Paid Time Off + Paid Holidays
• Health, Dental, Vision + 401k with Match
• Company Events, Wellness Programs & More
• HQ in Fort Lauderdale + Global Fulfillment Network
• Inclusive, Growth-Oriented Culture

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions — all with a merchant-first mindset.

Why ShipMonk?

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
• Transparent Pricing: We believe in honest, long-term partnerships. Our all-inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values

• Merchant-first: We handle the logistics so our merchants can focus on what they do best — growing their business.
• People make ShipMonk: We believe in our team and invest in our people.
• Own it: We take ownership of our work, our mistakes, and our successes.
• Get sh*t done: We're a fast-paced, high-growth company that values action and results.
• Change the score: We challenge the status quo, constantly innovating and improving.