Customer Experience Manager

Seeking Customer Experience Manager for a Leading Conservative Media Organization

TorchLight Hire is seeking a Customer Experience Manager to join a client in Arlington, VA, an influential conservative magazine and media organization. This is a hands-on role for someone who will serve as a steward for the organization’s readers, subscribers, and members —overseeing day-to-day customer support and community interactions.

Reporting to the EVP of Marketing, the Customer Experience Manager will work closely with Zendesk and customer-support partners to monitor and resolve customer issues, manage Facebook community and website comment moderation, and partner across Marketing, Membership, Editorial, Product, and Technology to improve the overall customer journey.

The ideal candidate is proactive and engaged—someone comfortable representing the brand directly in community spaces and confident handling difficult or sensitive interactions with sound judgment.

Location
Arlington, VA

Employment

• Direct hire, full-time, permanent opportunity
• In-office 4 days/week

Role Responsibilities

• Work closely with Zendesk and customer-support partners to monitor customer questions, feedback, complaints, and service issues
• Ensure customer issues are addressed promptly and appropriately, escalating significant or recurring problems when necessary
• Identify patterns in customer feedback and recommend improvements to products, processes, communications, and the overall customer experience
• Develop regular reporting for leadership on customer sentiment, recurring issues, and opportunities for improvement
• Monitor and help manage the organization’s community and other reader or member communities
• Moderate comments on the website in accordance with established community standards
• Help maintain a constructive environment for discussion while addressing spam, abuse, and violations of community guidelines
• Work across Marketing, Membership, Editorial, Product, and Technology to resolve customer issues and improve customer journeys
• Help develop customer-service documentation, escalation procedures, FAQs, and self-service resources
• Support the online store as the organization expands its e-commerce capabilities, including customer inquiries, order issues, and inventory coordination

Skills and Experience

• 3+ years of experience in customer experience, customer support, community management, membership, or a related field
• Experience with customer-support platforms such as Zendesk
• Familiarity with online communities, social platforms, and comment moderation
• Excellent written and verbal communication skills, with strong judgment in handling difficult or sensitive interactions
• Ability to identify meaningful patterns across individual customer questions and feedback
• Experience in media, publishing, subscription, membership, or nonprofit organizations is a plus
• Comfortable engaging directly with a conservative-leaning audience

Compensation & Benefits

• Salary: ~$85,000 plus benefits
• Outcomes-focused, flexible culture