Manager of CX Support

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager of CX Support based in the United States. This role offers an exciting opportunity to lead and elevate the customer experience across a growing eCommerce operation. As a strategic and operational leader, you will oversee customer support initiatives, drive service excellence, and ensure a seamless end-to-end customer journey across multiple touchpoints. Working closely with cross-functional teams, you will transform customer insights into meaningful business improvements while fostering a customer-first culture. The position combines team leadership, process optimization, and strategic planning, making it ideal for a professional who thrives in fast-paced environments and enjoys creating exceptional customer experiences. You will play a key role in shaping service standards, improving operational efficiency, and strengthening customer loyalty while contributing to long-term business growth.
• Accountabilities Lead, mentor, and develop the customer experience team, establishing clear performance expectations, accountability standards, and a culture centered on service excellence. Manage and resolve complex customer escalations involving products, services, fulfillment, and operational issues, ensuring positive outcomes and customer retention. Analyze customer feedback, support trends, and service data to identify opportunities for process enhancements and improved customer satisfaction. Collaborate with senior leadership to develop and execute customer experience strategies that support eCommerce growth and business objectives. Oversee quality assurance initiatives, monitor service metrics, and implement continuous improvement programs to optimize team performance. Establish, document, and refine customer support workflows, policies, and procedures to improve operational efficiency and service consistency. Develop workforce planning and scheduling strategies based on business demands, seasonal trends, and forecasted support volumes. Monitor key performance indicators and implement corrective actions to maintain high service standards and operational effectiveness. Serve as the primary customer experience representative across departments including eCommerce, operations, merchandising, marketing, and wholesale functions. Lead cross-functional initiatives that enhance the customer journey, reduce friction points, and strengthen customer loyalty. Design and deliver onboarding, training, and coaching programs that enhance team capabilities, product knowledge, and customer recovery skills. Promote a culture of ownership, accountability, proactive problem-solving, and customer advocacy throughout the organization. Requirements Minimum of 5 years of experience in customer experience, customer service operations, sales support, or a related field. At least 2 years of leadership experience managing customer support or service teams. Proven ability to handle high-level customer escalations and lead effective service recovery initiatives. Strong analytical and problem-solving skills with the ability to convert customer insights into actionable business improvements. Excellent written and verbal communication skills with the ability to collaborate effectively across departments and leadership levels. Strong organizational, time management, and prioritization skills in fast-paced environments. Demonstrated ability to lead both independently and collaboratively while managing multiple competing priorities. Experience within apparel, fashion, retail, wholesale account management, luxury goods, or consumer-focused brands is preferred. Familiarity with eCommerce customer support operations and omnichannel customer experience strategies. Experience working with customer service and eCommerce platforms such as NetSuite, Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Global-e, Yotpo, Wonderment, and Google Workspace is advantageous. Strong coaching, training, and team development capabilities with a passion for building high-performing teams. Ability to advocate for customer-first decision-making while balancing operational and business objectives. Benefits Unlimited paid time off. Paid sick leave. 13 paid company holidays annually. Competitive employee discount program. Paid family leave for maternity and bonding. Tax-advantaged savings programs including FSA, HSA, Dependent Care FSA, traditional 401(k), and Roth 401(k) options. Comprehensive medical, dental, and vision insurance coverage. Company contributions to Health Savings Accounts (HSA). Flexible hybrid or remote work opportunities, depending on location and business needs. Professional development and career growth opportunities. Collaborative and inclusive work environment focused on innovation, service excellence, and continuous improvement. Opportunity to contribute to the growth of a rapidly expanding omnichannel business.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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