Customer Experience Manager

Customer Experience Manager

Remote. Open to candidates anywhere in the United States. This is a remote customer experience and customer service leadership role.

Full-time. Pay $72,800 to $93,600 per year

Before you apply, read these. If any of these are true, this is not the right role for you.

You have used a customer service platform but have never configured it yourself. You have never built rules, automations, macros, or views.

You cannot point to a specific process you built that saved measurable time or money.

You have never managed or trained direct reports.

Your answer to every customer complaint is a refund.

About the role

We are a hemp manufacturer and ecommerce company selling direct to consumers through Shopify and wholesale to businesses. Customer service is handled by a small team covering both channels, and we are looking for the person who will own that function end to end. This role is also commonly titled Customer Service Manager, Customer Support Manager, or CX Operations Manager, and we welcome applicants from any of those backgrounds.

Most of your time will be spent building and optimizing the customer support platform. We run Gorgias as our helpdesk and ticketing system. That means the automations, rules, macros, tags, views, routing logic, chatbot and AI agent configuration, and the self-service resources customers use before they ever open a ticket. You are the technical owner of this stack. You are not just working inside a helpdesk someone else set up. You are the one designing it.

Alongside that, you own the customer experience model itself. You will analyze what our current policies cost us and what they save us, design workflows that protect the business from fraud and abuse, and build a CX program that is genuinely better than standard customer service. We want someone who thinks past the script.

You will also train and lead the team. That includes onboarding new representatives, coaching in real time, running one on ones, and giving direct feedback when something is not working.

How this role changes over time

This role changes shape. In the beginning it is heavily focused on setup and build: configuring the platform, designing automations, creating self-service resources, and documenting how the team works. As that foundation gets built, the role shifts toward handling outlier cases, approving the calls the team cannot make on their own, and working more tickets hands-on. We want someone who is excited by both phases, not just one.

Where your time goes in the first year

Platform architecture and automation, 35 percent

Service model, policy, and process design, 20 percent

Team leadership, training, and feedback, 20 percent

Hands-on ticket work, 15 percent

Tracking, reporting, and escalating customer feedback, 10 percent

What you will actually do

Build, test, and maintain automations, rules, triggers, macros, tags, views, and routing logic.

Audit the existing configuration continuously. Kill what does not fire, fix what misroutes, retire what nobody uses.

Own the AI and intent setup. Decide what the bot answers, what it escalates, and audit its accuracy on a set schedule.

Own customer-facing self-service: help center, FAQs, chatbot flows, contact form, and troubleshooting content.

Analyze what existing policies cost and what they save, and bring recommendations with data behind them.

Build fraud-resistant workflows, including repeat-claim detection and evidence requirements.

Write, refine, and enforce the standard operating procedures the team follows.

Onboard and train new representatives against a documented ramp plan.

Coach to specific examples in real time and hold the team accountable to the process and the numbers.

Work tickets daily alongside your team, and own escalations and complex business-to-business issues.

Report weekly on performance with insight, not just numbers, and escalate urgent issues immediately.

Flag legal, compliance, and regulatory risk when you spot it in ticket language, policy wording, or process gaps.

What we are looking for

Provable hands-on experience building inside a customer service or helpdesk platform. Gorgias is strongly preferred. Zendesk, Kustomer, Front, Intercom, or similar will be considered if you have done real configuration work, not just ticket handling.

Experience configuring or auditing an AI agent or chatbot in a support environment.

Experience managing, training, and giving performance feedback to direct reports.

A track record of auditing, creating, and improving customer service policies, with results you can describe.

Comfort with Shopify and ecommerce systems, and the ability to work across fulfillment, finance, and web teams.

Strong writing. Most of our customer communication is written.

Interview process

The interview includes technical questions on automation logic and agentic AI workflows. You will be asked to explain in detail how you understand these and to walk through builds you have personally done. You will also be asked for specific examples of coaching a direct report and of a policy you created or improved.

Pay: $72,800.00 - $93,600.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Months of hands-on experience in a CX platform.
• Which CX platforms do you have expert-level experience in, and how long in each?
• Have you built automations of workflow rules from scratch? Interview includes technical questions.
• Months auditing AI agents/chatbot?
• How many reps have you managed at one time?
• Do you have experience auditing, creating, and improving policies? You will be asked to give specific examples.

Work Location: Remote