Client Experience Manager

Ship Monk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

We’re looking for a Louisville, KY based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. You’ll be responsible for hitting key service metrics - resolved cases, CSAT, first response time (FRT), cost per unit - while also growing and developing your team. This is a hands‑on leadership role where operational excellence meets people development.

If you're passionate about service quality, thrive in fast-paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge.

• Own daily, weekly, and monthly support metrics for your team - resolved cases, CSAT, first response time (FRT), cost per unit, and more.
• Leverage dashboards, reporting tools, and 1:1 coaching to drive continuous improvement.
• Run daily stand‑ups, monthly reviews, and quarterly performance planning.

• Train, develop, and elevate a team of support pros who can thrive in a high‑growth, high‑expectation environment.
• Deliver clear goals, timely feedback, and structured development paths.
• Spot burnout, boost morale, and keep your team firing on all cylinders.

• Serve as the escalation point for complex or high‑touch client issues.
• Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.
• Use feedback loops to identify support trends, gaps, and opportunities for automation or efficiency.

• Contribute to process improvements, documentation, and training initiatives.
• Help shape the playbooks and scorecards that define how we deliver excellence.
• Be a voice in cross‑functional forums — what happens in support impacts the whole business.

You don’t just look at metrics — you use them to manage. You know how to translate numbers into actions that improve both the client and team experience.

You’ve worked within or managed teams that are fast, friendly, and reliable. You understand the difference between hitting a number and delivering real value.

You develop people, build systems, and improve processes. You balance empathy with accountability and love helping others level up.

You don’t point fingers — when something goes wrong, you roll up your sleeves and fix it.

You lead with accountability, stay solutions-focused, and make sure nothing slips through the cracks.

When things go sideways (and they will), you lead with calm, clarity, and urgency. You don't shy away from tough conversations or tight timelines.

• 3–5 years managing customer‑facing teams, preferably in logistics, eCommerce, SaaS, or B2B services
• Track record of owning and improving CSAT, case resolution, and other CX metrics
• Comfortable with tools like Salesforce, Gorgias, Intercom, Zendesk, or similar
• Experience coaching and scaling individual contributors
• Strong written and verbal communication skills
• Bonus points for experience with 3PLs or high‑growth startups

• Competitive Salary + Bonus
• Health, Dental, Vision + 401k with Match
• Company Events, Wellness Programs & More

Ship Monk isn't just a 3PL; we're a growth partner for merchants. We provide cutting‑edge technology and a network of owned…