Community Customer Experience Manager
Job Summary
Proactively managing customer feedback, the full-time remote Community Customer Experience Manager will oversee escalations, build the voice and community for emerging brands, and collaborate with cross-functional teams to enhance customer experience.
Key responsibilities
- Surface and analyze customer sentiments across various platforms, addressing high-severity escalations as needed
- Transform escalation trends into actionable improvements, coordinating with Product, Ops, and Legal teams
- Establish and maintain the voice, tone, and community presence for new brands from launch through scale
Required qualifications
- 3-4+ years of experience in customer experience, community management, or complaint resolution
- Hands-on experience with review or complaint platforms such as Trustpilot, BBB, or Junip
- Familiarity with CRM tools like Gladly, Zendesk, or Gorgias, and comfort with Shopify and Loop Returns
- Experience in a public-facing role responding to customer comments or reviews
- Demonstrated ability to build voice and tone for new or emerging brands
Complete Job Description
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