Manager of CX Support

Role overview

This is a remote U.S.-based leadership opportunity focused on elevating customer experience for a fast-growing eCommerce business. The role sits with a partner company, which handles applications and the next stages of the process. As the Manager of CX Support, you will guide support operations, improve service quality, and shape a smooth customer journey across multiple contact points.

You will partner with teams across the business to turn customer feedback into practical improvements, strengthen service standards, and support long-term growth. The position blends people leadership, operational improvement, and strategic planning, making it well suited to someone who enjoys fast-paced environments and building a strong customer-first culture.

Key responsibilities

• Lead, coach, and develop the customer experience team while setting clear expectations, accountability measures, and a service-focused culture.
• Handle complex customer issues involving products, services, fulfillment, and operational matters, with an emphasis on resolution and retention.
• Review customer feedback, support trends, and service metrics to spot process gaps and opportunities to improve satisfaction.
• Work with senior leaders to shape and carry out customer experience plans that support eCommerce expansion and broader business goals.
• Own quality assurance efforts, track service performance, and roll out continuous improvement actions to strengthen team results.
• Build, document, and refine support processes, policies, and operating procedures to improve consistency and efficiency.
• Create workforce planning and scheduling approaches based on demand patterns, seasonality, and forecasted support needs.
• Track key performance indicators and take corrective action when needed to maintain strong service outcomes.
• Act as the main customer experience contact across eCommerce, operations, merchandising, marketing, and wholesale teams.
• Drive cross-functional work that improves the customer journey, removes friction, and deepens loyalty.
• Develop onboarding, training, and coaching programs that strengthen team skills, product knowledge, and recovery handling.
• Encourage ownership, accountability, proactive problem-solving, and customer advocacy across the organization.

Requirements

• At least 5 years of experience in customer experience, customer service operations, sales support, or a related area.
• Minimum 2 years of leadership experience managing customer support or service teams.
• Strong background in handling high-level escalations and guiding effective service recovery.
• Excellent analytical and problem-solving ability, with a track record of turning customer insights into business action.
• Clear written and verbal communication skills, with the ability to work effectively across teams and leadership levels.
• Strong organization, prioritization, and time management skills in a busy, fast-moving environment.
• Ability to work independently and collaboratively while balancing multiple priorities.
• Experience in apparel, fashion, retail, wholesale account management, luxury goods, or other consumer-facing brands is preferred.
• Familiarity with eCommerce support operations and omnichannel customer experience approaches is important.
• Hands-on experience with customer service and eCommerce tools such as NetSuite, Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Global-e, Yotpo, Wonderment, and Google Workspace is a plus.
• Strong coaching, training, and team-building abilities with a focus on developing high-performing teams.
• Ability to balance customer-first decisions with operational and business requirements.

Benefits and additional information

This role includes unlimited paid time off, paid sick leave, 13 paid company holidays each year, a competitive employee discount program, and paid family leave for maternity and bonding.

Employees also have access to tax-advantaged savings options including FSA, HSA, Dependent Care FSA, traditional 401(k), and Roth 401(k) plans, along with comprehensive medical, dental, and vision insurance. The company contributes to Health Savings Accounts (HSA).

Depending on location and business needs, flexible hybrid or fully remote work arrangements may be available. The role also comes with professional development opportunities, a collaborative and inclusive culture, and the chance to contribute to a rapidly expanding omnichannel business.

Application and process information

This position is managed through a partner company that oversees applications and further hiring steps. Applications are reviewed using an AI-assisted matching process that ranks candidates against the role's core requirements before sharing the shortlist with the hiring company. Final interviews, assessments, and hiring decisions are handled by the employer's internal team.

Data privacy notice

By applying, you agree that the recruitment partner may process your personal data to assess your candidacy and share relevant details with the hiring employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

AI tools may be used to assist with parts of the hiring workflow, including application review, resume analysis, response evaluation, and identifying possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people.