Senior Manager, Customer ExperienceFull-Time • Remote • Reports to Director of Customer Experience
We're looking for a Senior Manager of Customer Experience to lead our Tier I and Social Support operations across a globally distributed team of 35+ agents and 4 Team Leads. This role is for a self-sufficient, fast-moving operator who can manage a large team, drive automation across our CX tech stack, and protect brand trust in public-facing channels - all without needing hand-holding. You'll report to the Director of Customer Experience and serve as both an operational leader and a strategic partner across the business.
WHAT YOU'LL BE RESPONSIBLE FOR Team Leadership & Operations- Lead and develop Team Leads and agents across Tier I email and Social Support globally
- Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics
- Act as the primary escalation point for complex or high-risk customer issues
- Drive process improvements that improve both the customer and agent experience
- Manage vendor and recruiting partner relationships, including quality oversight and performance
- Own onboarding and training program development - not just coaching through leads, but building the curriculum
- Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure
Automation & Platform Ownership- Be hands-on with our CX tech stack - able to get into backend systems, configure workflows, and build improvements directly
- Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues
- Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation
- Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms
- Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes
Social Support & Brand Protection- Oversee Social Support across social channels, app stores, and public review platforms including BBB
- Be a true expert in social CX - fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice
- Monitor social sentiment proactively and surface emerging issues before they escalate
- Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint
- Set and enforce response quality and brand standards across all public channels
Workforce Planning & Reporting- Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation
- Deliver weekly and monthly KPI reporting with clear context and actionable recommendations
- Lead change management across platform migrations and operational shifts - keeping team performance steady through transitions
- Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally
Voice of the Customer & Cross-Functional Work- Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal
- Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes
- Think beyond resolution - understand how support interactions affect retention and bring that lens to cross-functional conversations
WHAT WE'LL LOVE ABOUT YOU- You're a self-starter who moves fast - you don't wait for perfect data or perfect process to take action
- You can manage a large, fast-paced team without losing quality or burning people out
- You treat Social Support as brand strategy, not just customer service
- You're genuinely excited about technology - you want to get into systems, understand how they work, and make them better
- You lead with clarity - your team knows what's expected and performs well under pressure
- You think about retention, not just resolution - you understand how support shapes whether a customer stays
- You communicate data with nuance - you know metrics don't always tell the full story and you frame that clearly for leadership
WHAT YOU'LL LOVE ABOUT YOUExperience- 5-8+ years in Senior/Supervisory CX role, with 2-3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment
- Experience across both high-volume transactional CX (email, chat) and public or social support channels
- Background in subscription or e-commerce with recurring billing complexity
- Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them
- Experience leading teams through platform migrations and operational change without losing performance
Skills- Hands-on with CX platforms - able to configure, optimize, and improve systems directly
- Deep expertise in social CX, community management, and public escalation handling
- Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders
- Familiar with CSAT/NPS methodology - understands how survey design and exclusion logic affect what scores actually mean
- Excellent written communication, especially in brand-sensitive and public-facing environments
Platform Knowledge (Preferred)- Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly)
- Sprout Social or equivalent social listening and community management tools
- DigitalGenius or AI-assisted CX automation platforms
- Shopify or E-Commerce backend systems relevant to order management and customer data
