Customer Experience Team Manager

Accountabilities

• Lead, manage, and develop a fully remote team of Customer Experience Specialists delivering exceptional support across email, chat, phone, and social channels.
• Drive key performance indicators including customer satisfaction, response times, retention metrics, quality scores, and operational efficiency.
• Coach and mentor team members to strengthen capabilities, engagement, accountability, and career development.
• Analyze customer insights and performance data to identify improvement opportunities and implement meaningful solutions.
• Partner with product, logistics, marketing, and other cross-functional teams to resolve customer pain points and improve processes.
• Lead initiatives focused on reducing friction, increasing efficiency, and enhancing customer satisfaction through continuous improvement practices.
• Support hiring, onboarding, and training efforts to ensure team members are aligned with organizational values and service expectations.
• Promote a culture of ownership, experimentation, adaptability, and customer-first decision-making within a remote environment.

Requirements

• 4+ years of experience in customer experience, customer support, or related leadership roles, including at least 2 years managing remote or distributed customer service teams.
• Proven ability to maintain engagement, accountability, and performance across remote teams.
• Strong understanding of customer experience metrics and the ability to use KPIs to drive operational improvements.
• Experience working with customer experience platforms such as Zendesk, Gladly, CRM systems, or similar tools.
• Excellent written and verbal communication skills with strong attention to customer tone, clarity, and service quality.
• Able to manage multiple priorities in a fast-paced, evolving environment while demonstrating adaptability and a growth mindset.
• Strong coaching, mentoring, and team development skills.

Benefits

• Competitive base salary range of $75,000 - $95,000 USD, depending on experience, skills, and location.
• Potential eligibility for bonus and equity opportunities.
• Fully remote work arrangement available anywhere in the United States.
• Comprehensive benefits package designed to support employee well-being and long-term success.
• Health benefits, retirement savings options, and additional employee programs.
• Paid time off and flexible work policies.
• Opportunity to join a mission-driven organization transforming the retail experience through innovation, technology, and customer-focused solutions.