Customer Experience Manager

(E-commerce)

Permanent Employee, Full-time, Remote, PST Shift

Job Summary:

We’re hiring a Customer Experience Manager to lead support across DTC (Shopify), Amazon, TikTok Shop, Walmart, and subscriptions. You’ll manage a distributed team, own QA and training, implement automation, and deliver clear reporting that improves CSAT, response/resolution times, retention, and revenue impact—while maintaining a warm, brand-aligned voice.

Responsibilities:

  • Lead, coach, and develop a high-performing support team (in-house and agency), including hiring, training, QA, and performance management.

  • Build scalable SOPs, escalation paths, macros/templates, and agent playbooks; maintain clear internal documentation and training tools.

  • Run day-to-day CX operations in Gorgias across email/chat/social; integrate with Shopify, subscription apps, Amazon Seller Central, TikTok Shop, Walmart Marketplace, dispute portals, and 3PL systems.

  • Design and optimize automations (AI/chatbots, trigger-based workflows) for FAQs, fraud monitoring, refunds/returns, and subscription save flows.

  • Own CX KPIs with dashboards and cadenced reporting: CSAT 4.5+, FRT < 8 hrs, Resolution < 24 hrs, 80+ tickets/agent/day; reduce chargebacks/refunds and subscription churn.

  • Produce daily performance views, weekly insights with recommendations, RCA on recurring issues, and chargeback/dispute summaries.

  • Partner with Ops/3PL on order, inventory, and fulfillment fixes; support Marketing/E-Com during launches and peaks.

  • Reduce inbound volume via Help Center improvements, proactive messaging, education, and policy clarity; feed customer insights to Product and Site teams for conversion and UX wins.

Requirements:

  • 5+ years leading e-commerce customer support, including direct management of agents and team leads.

  • Expert with Gorgias and fluent across Shopify + subscription platforms, Amazon Seller Central, TikTok Shop, Walmart Marketplace, and 3PL tools.

  • Proven track record implementing CX AI, macros, and automations that improve speed, quality, and cost.

  • Data-driven operator comfortable building dashboards, managing KPIs, driving RCAs, and acting on performance insights.

  • Excellent written and verbal communication; empathetic, brand-aligned tone; strong escalation judgment.

  • Proactive, systems-oriented leader who thrives in fast-paced, fully remote environments and solves issues before they escalate.

Apply now