Customer Experience Manager

Role: Customer Experience Manager

Employment Type: Full-Time
- Talent Pop Managed Service

Location(s): Philippines + Africa

Schedule / Time Zone Expectations:

• Days
  :
  Monday
  - Friday

• Hours
  : 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible

Talent Pop Managed Service: This position is part of Talent Pop’s Managed Services offering and will be dedicated exclusively to supporting Primal Harvest. The individual will work directly with Primal Harvest as an extension of their internal team, while Talent Pop manages employment, HR support, and administrative operations.

Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well‑being through high‑quality, natural products. Primal Harvest offers a range of supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care.

As a Direct‑to‑Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018, with international hubs in Miami, Florida, USA and Cologne, Germany.

As the Customer Experience Manager, you will lead Primal Harvest's day‑to‑day CX operations across the U.S. and EU, ensuring customers receive timely, accurate, and brand‑aligned support while improving customer retention. You will oversee support operations, escalations, BPO/vendor performance, QA, support workflows, AI‑enabled tools, and customer feedback loops. The focus is not only on resolving customer issues, but on identifying root causes and improving the overall customer experience.

This role reports to the Retention & Lifecycle Manager.

• Oversee daily operations of the customer experience team to ensure effective resolution of customer inquiries and issues.

• Develop and implement strategies to improve customer satisfaction and loyalty.

• Monitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement.

• Train, coach, and mentor customer service representatives to uphold high standards of service.

• Collaborate cross‑functionally to ensure the voice of the customer influences product and operational decisions.

• Oversee outsourced/BPO support partners, including coverage, QA, SOP adherence, tone, and customer outcomes.

• Own AI‑enabled support tools and QA standards across internal support, outsourced support, and AI responses.

• Own the annual CX/CS budget, workforce planning, and staffing recommendations across U.S. and EU support.

• Manage and optimize the end‑to‑end customer experience across all channels, including email, chat, phone, IVR/SMS, social media DMs (including those handled outside Gorgias), and marketplace channels such as Amazon and Walmart (U.S. and EU).

• Lead the internal customer support team and broader U.S. and EU support operations, and partner with the Talent Pop team lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback.

• Oversee BPO performance, hold regular vendor check‑ins, and elevate recurring issues to vendor leadership as needed.

• Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost‑saving opportunities without sacrificing quality or retention.

• Own training and onboarding for new agents and team leads across internal, U.S., and EU teams, including training materials, product knowledge, and readiness assessments.

• Establish, document, and improve processes, macros, tags, rules, automations, SOPs (in Notion), and help center/FAQ content.

• Handle escalated customer cases, and identify whether recurring escalations point to broader operational gaps.

• Oversee…