Senior Customer Experience Manager
Job Summary
Leading a team of over 13, the full-time Senior Customer Experience Manager will own and scale the post-purchase customer experience across support, fulfillment, and automation in a fully remote environment.
Key responsibilities
- Manage customer support operations across email, chat, and phone, ensuring high service standards and performance metrics
- Develop and implement an AI-first automation strategy to enhance efficiency and streamline customer interactions
- Oversee fulfillment processes and collaborate with internal teams to resolve operational issues impacting customer experience
Required qualifications
- Experience leading customer experience or support teams in high-growth DTC/ecommerce environments
- Strong analytical skills with the ability to build reporting and diagnose performance issues
- Hands-on experience with AI and automation in customer support workflows
- Proven track record managing against clear KPIs, including CSAT and SLA targets
- Comfortable operating in dynamic environments and collaborating across multiple teams
Complete Job Description
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