About the Opportunity The hiring organization is seeking a Sr. Customer Experience Manager to lead and scale the post-purchase customer experience across customer support, fulfillment, returns, and automation. Reporting to the VP of Operations, this full-time, fully remote role is based in the United States and holds performance ownership of the systems, standards, personnel, and operational metrics driving customer satisfaction and fulfillment efficiency.
The position leads a remote team of more than 13 personnel—including managers, team leads, and frontline support representatives—handling email, chat, and phone channels. The role also collaborates closely with internal warehouse, third-party logistics (3PL), supply chain, and operations teams to identify and resolve fulfillment issues at the source. A central focus of this role is building an AI-first support organization capable of scaling efficiently by automating routine interactions while preserving dedicated human support for complex and sensitive customer moments.
Key Responsibilities
Lead customer support across email, chat, and phone channels, supporting approximately 20,000 customer interactions per month while maintaining high standards across a seven-day operation.
Manage and develop managers, team leads, and frontline representatives across a remote international team.
Own performance across core metrics, including first human response time, CSAT, SLA adherence, and quality assurance (QA).
Build and maintain operating rhythms across reporting, coaching, escalations, and performance management.
Direct the customer experience automation strategy across tools including Gorgias, Shopify, and Yuma.
Identify repetitive contacts to automate, eliminate, or transition to self-service workflows.
Build, test, and refine AI workflows based on customer outcomes, establishing clear guardrails for situations requiring human judgment, such as legal matters or emotionally sensitive escalations.
Continuously evaluate and implement new tools and workflows to support increasing volume without proportional headcount growth.
Oversee customer-facing performance of the internal warehouse and 3PL partners, monitoring fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, and lost shipments.
Hold fulfillment partners accountable to agreed service standards and address recurring operational issues.
Partner with supply chain and warehouse teams to resolve the root causes of customer-facing failures.
Oversee returns, refunds, reships, and service recovery processes, as well as inquiries regarding wholesale and drop-ship orders.
Build and maintain reporting to track performance across response times, CSAT, SLAs, automation, contact volume, repeat contacts, refunds, reships, and escalations.
Translate operational data into actionable plans for process improvements, automation updates, coaching, and partner accountability.
Required Qualifications
Direct-to-consumer (DTC) or ecommerce experience involving physical products, shipping, returns, refunds, fulfillment issues, and high-volume customer support.
Demonstrated analytical ability to independently build reporting, identify patterns, diagnose root causes, and translate data into operational action.
Hands-on experience building, implementing, or optimizing workflows using AI or automation.
Proven experience managing team performance against key performance indicators, including CSAT, first response time, SLA performance, QA, and productivity.
Strong operational judgment to balance immediate customer issue resolution with long-term systemic fixes.
Demonstrated experience coaching, developing staff, and managing accountability and performance standards.
Proven cross-functional ownership across support, fulfillment, warehouse, and operational disciplines.
Ability to make sound decisions and improve systems within an evolving operational environment.
Strong written and verbal communication skills across frontline teams, organizational leadership, external partners, and customers.
Dedicated, professional remote workspace equipped with reliable internet connectivity and a backup contingency plan.
Availability to work Monday through Friday, 8:00 AM to 5:00 PM EST.
Preferred Qualifications
Experience leading a customer support or CX team of 5 to 10+ people, ideally through team leads or managers.
Experience managing international remote teams.
Background in high-volume DTC or ecommerce operations with significant order volume and operational complexity.
Experience with Shopify.
Experience with Gorgias.
Experience with Yuma or similar AI customer support tools.
Experience with ShipHero or other warehouse management systems (WMS).
Experience with Recharge.
Experience collaborating with 3PL partners.
Experience managing returns operations.
Experience launching or scaling phone and live-chat support channels.
Experience supporting wholesale or retail customer operations.
Experience holding internal teams or external partners accountable to service standards.
Compensation & Benefits
Competitive base salary
Health, dental, and vision insurance
Paid time off
Professional development support