Customer Experience Team Manager
New
J
JobgetherRetail E-commerce
Based in United StatesFull-TimeManager
Salary$75,000 - $95,000 USD
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Job Details
- Experience
- 4+ years of experience in customer experience, customer support, or related leadership roles, including at least 2 years managing remote or distributed customer service teams.
- Required Skills
- Data AnalysisTeam managementCRMCustomer supportZendesk
Requirements
- 4+ years of experience in customer experience, customer support, or related leadership roles.
- At least 2 years managing remote or distributed customer service teams.
- Experience leading teams in retail, e-commerce, or high-growth environments is preferred.
- Proven ability to maintain engagement, accountability, and performance across remote teams.
- Strong understanding of customer experience metrics and the ability to use KPIs to drive operational improvements.
- Experience working with customer experience platforms such as Zendesk, Gladly, CRM systems, or similar tools.
- Excellent written and verbal communication skills with strong attention to customer tone, clarity, and service quality.
- Ability to manage multiple priorities in a fast-paced, evolving environment while demonstrating adaptability and a growth mindset.
- Strong coaching, mentoring, and team development skills.
- Bachelor’s degree or higher preferred.
- Availability to support weekends and holidays during peak business periods, particularly November through December.
Responsibilities
- Lead, manage, and develop a fully remote team of Customer Experience Specialists delivering exceptional support across email, chat, phone, and social channels.
- Drive key performance indicators including customer satisfaction, response times, retention metrics, quality scores, and operational efficiency.
- Coach and mentor team members to strengthen capabilities, engagement, accountability, and career development.
- Analyze customer insights and performance data to identify improvement opportunities and implement meaningful solutions.
- Partner with product, logistics, marketing, and other cross-functional teams to resolve customer pain points and improve processes.
- Lead initiatives focused on reducing friction, increasing efficiency, and enhancing customer satisfaction through continuous improvement practices.
- Support hiring, onboarding, and training efforts to ensure team members are aligned with organizational values and service expectations.
- Promote a culture of ownership, experimentation, adaptability, and customer-first decision-making within a remote environment.
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