Sr. Customer Experience & Fulfillment Manager
U
Uproot CleanDTC/Ecommerce
United States; Secondary Locations: Canada, Monday-Friday, 8:00 AM - 5:00 PM ESTFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- QA AutomationShopifyData analytics
Requirements
- Proven experience leading customer support or CX teams (5-10+ people) in high-growth DTC/ecommerce.
- Hands-on experience implementing AI, automation, or self-service workflows.
- Deep analytical skills with the ability to build reporting and diagnose performance patterns.
- Demonstrated success operating against CSAT, SLA, and first response time targets.
- Experience managing fulfillment, returns, refunds, and shipping issues.
- Ability to hold internal and external partners accountable to service standards.
- Experience managing international remote teams.
- Shopify proficiency.
- Excellent written and verbal communication skills.
Responsibilities
- Lead customer support across email, chat, and phone for ~20,000 monthly interactions.
- Manage and develop managers, team leads, and frontline reps on a remote team.
- Own performance metrics including first response time, CSAT, SLA adherence, and QA.
- Develop and execute CX automation strategy using AI tools.
- Monitor and hold internal warehouse and 3PL partners accountable for fulfillment SLAs and service issues.
- Identify root causes of fulfillment failures and drive systemic improvements.
- Build and maintain reporting dashboards to track operational performance and trends.
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