Senior Customer Experience Manager

Job Summary

Leading a globally distributed team of 35+ agents, the full-time Senior Customer Experience Manager will oversee Tier I and Social Support operations, drive automation across the CX tech stack, and protect brand trust in public-facing channels while working remotely.

Key responsibilities

• Lead and develop Team Leads and agents, managing key performance metrics and acting as the primary escalation point for complex customer issues
• Drive automation initiatives and process improvements, collaborating with Product and Engineering on AI-assisted support tools
• Oversee Social Support across various platforms, ensuring brand voice consistency and proactive monitoring of social sentiment

Required qualifications

• 5-8+ years in a Senior/Supervisory CX role, with experience managing teams in a high-volume environment
• Background in subscription or e-commerce with experience in high-volume transactional CX and social support channels
• Proven ability to drive automation and workflow improvements within a CX tech stack
• Hands-on experience with CX platforms and deep expertise in social CX and community management
• Strong analytical skills with the ability to contextualize data for non-CX stakeholders