Customer Experience Manager

Role Overview

We are seeking a Customer Experience Manager to lead and scale our customer support operations. This role will oversee a team of customer service agents, optimize workflows using tools like Gorgias, and drive performance through data, reporting, and continuous improvement.

You will be responsible for ensuring a high-quality, efficient, and brand-aligned experience across all customer touchpoints.

Key Responsibilities

Team Leadership & Management

• Manage, coach, and develop a team of customer service agents
• Set clear performance expectations and KPIs (CSAT, response time, resolution time, etc.)
• Conduct regular 1:1s, performance reviews, and training sessions
• Foster a customer-first culture and strong team accountability

Customer Support Operations

• Oversee daily support operations across channels (email, chat, social, etc.)
• Ensure timely and high-quality responses to customer inquiries
• Build and maintain support workflows, macros, and automation within Gorgias
• Continuously improve processes to increase efficiency and scalability

Gorgias & Tools Management

• Own and optimize the use of Gorgias as the primary support platform
• Implement automations, rules, tagging systems, and integrations (e.g., Shopify)
• Maintain help center content and self-service resources
• Evaluate and introduce new tools when needed

Reporting & Analytics

• Track and analyze key customer experience metrics (CSAT, NPS, SLA, ticket volume, etc.)Build regular reports and dashboards for leadership
• Identify trends, pain points, and opportunities for improvement
• Use data to inform staffing, workflows, and strategic decisions

Customer Experience Strategy

• Identify recurring customer issues and collaborate with product, logistics, and marketing teams to resolve root causes
• Drive initiatives to improve overall customer satisfaction and retention
• Act as the voice of the customer internally

Requirements

• 2–4+ years in customer experience or support operations, preferably in e‑commerce
• Proven experience managing and scaling support teams
• Strong hands‑on experience with Gorgias (or similar tools like Zendesk)
• Data‑driven mindset with experience in reporting and KPI tracking
• Excellent communication and leadership skills
• Ability to thrive in a fast‑paced, high‑growth environment

Nice to Have

• Experience with Shopify or similar e‑commerce platforms
• Experience building automation and workflows
• Familiarity with CX metrics like NPS, CSAT, and retention

What Success Looks Like

• High‑performing, well‑trained support team
• Improved response and resolution times
• Strong customer satisfaction scores
• Scalable and efficient support operations
• Clear visibility into CX performance through reporting
• Strong organizational and problem‑solving skills

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