Manager of CX Support

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.

• 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.