Customer Experience Team Manager

About the Role

This role, offered through our partner company, is designed for a Customer Experience Team Manager based in the United States who will lead and grow high-performing remote customer experience teams within a rapidly expanding, technology-focused retail setting.

The manager will shape frontline talent, enhance operational effectiveness, and cultivate outstanding customer journeys spanning multiple channels. This position emphasizes leadership, data-informed decision-making, and iterative process enhancements that yield concrete business and customer benefits.

Key Accountabilities

• Lead and mentor a fully remote team of Customer Experience Specialists engaging customers via email, chat, phone, and social media.
• Monitor and drive performance indicators such as customer satisfaction, response speed, customer retention, quality assessments, and operational productivity.
• Coach team members to boost skill sets, foster engagement, promote responsibility, and encourage career growth.
• Leverage customer feedback and performance metrics to identify improvements and implement impactful solutions.
• Collaborate cross-functionally with product development, logistics, marketing, and other units to address customer pain points and streamline processes.
• Champion initiatives aimed at minimizing friction, improving efficiency, and increasing customer satisfaction through continuous refinement.
• Support recruitment, onboarding, and training to align team members with organizational values and service standards.
• Encourage a culture grounded in ownership, experimentation, adaptability, and customer-centric decision-making within a remote workplace.

Candidate Profile and Requirements

• Minimum 4 years of experience in customer experience or support roles with at least 2 years managing remote or distributed teams.
• Background working in retail, e-commerce, or fast-growing environments is preferred.
• Proven ability to sustain team engagement, accountability, and performance in remote settings.
• Strong grasp of customer experience metrics and leveraging KPIs to fuel operational enhancements.
• Familiarity with platforms such as Zendesk, Gladly, CRM systems, or equivalent tools.
• Excellent communication skills, with acute awareness of tone, clarity, and service excellence.
• Capability to juggle multiple priorities in a dynamic environment while adapting and nurturing a growth mindset.
• Effective coaching, mentoring, and talent development acumen.
• Bachelor’s degree or higher preferred.
• Willingness to support weekend and holiday shifts during peak seasons, particularly November through December.

Compensation and Benefits

• Competitive annual base salary ranging from $75,000 to $95,000 USD, varying by experience, skillset, and location.
• Potential eligibility for bonuses and equity participation.
• Fully remote work flexibility within the United States.
• Comprehensive benefits package tailored to support employee health, retirement planning, and overall well-being.
• Paid time off and adaptable work policies to promote work-life balance.
• Opportunity to be part of a mission-driven company revolutionizing retail through innovation, technology, and customer-focused solutions.
• Collaborate with talented colleagues in a vibrant, high-growth environment offering avenues for professional progression.

Additional Information

The hiring process utilizes AI-assisted candidate matching to fairly and rapidly identify top applicants based on core qualifications; however, final decisions rest with the employer.

Applicants should note that personal data will be processed in line with applicable privacy laws, including GDPR, for recruitment purposes, with rights to access and control their data.

AI tools may support application review and assessment phases but do not replace human judgment.