CX & Support Manager

Job Title:

Customer Experience & Support Manager

Location: Remote

Employment Type: Full Time

We are a growing e-commerce company specializing in pet health products. We are committed to providing exceptional pre-sales and post-sales support to our customers, ensuring they have an outstanding experience with our products and services.

We are seeking an experienced Customer Experience & Support Manager to lead and scale our customer support function. This role owns both people and systems—managing a team of ten support specialists while actively deploying AI-driven tools and workflows to reduce support load, improve consistency, and elevate customer experience across pre- and post-purchase journeys.

This is a permanent role with a clear mandate: use AI and operational rigor to make support better, faster, and more scalable without sacrificing empathy or accuracy.

• Lead, coach, and develop a team of ten customer support specialists.
• Set clear performance expectations and ensure KPIs are consistently met or exceeded (response time, resolution time, CSAT).
• Build a culture of accountability, documentation, and continuous improvement.

• Design and implement AI-enabled workflows to reduce manual effort and support volume, including:
• AI-assisted responses and macros
• Intelligent routing and triage
• Self-serve content optimization and deflection
• Sentiment analysis and QA
• Own the evolution of support systems and tooling (e.g., Kustomer, Zendesk, or similar).
• Measure and report on the impact of AI initiatives (ticket deflection, time-to-resolution, consistency, quality).

• Ensure high-quality, accurate responses to pre-purchase questions related to product selection, usage, and expectations.
• Oversee resolution of post-purchase issues including delivery problems, product concerns, returns, and complaints.
• Establish clear escalation paths for scientific or product-level issues.
• Lead efforts to resolve customer issues related to product usage, delivery, or satisfaction.
• Implement and monitor processes for managing product returns, exchanges, and complaints.
• Work closely with the product team to escalate and resolve complex product issues.

• Own and continuously improve help center content, FAQs, macros, and internal documentation.
• Partner with marketing and product teams to proactively address recurring questions and friction points.

• Gather and analyze customer feedback and support data to identify trends, risks, and opportunities.
• Act as the voice of the customer internally, influencing product, science, and marketing decisions.

• 5+ years of experience in customer support or customer experience roles, including people management.
• Demonstrated experience using AI or automation to materially improve support operations (not just experimentation).
• Strong operational mindset with comfort using data to drive decisions.
• Excellent written and verbal communication skills.
• Experience with modern CX platforms (Zendesk, Kustomer, Freshdesk, or similar).

• Experience in e-commerce, healthcare, supplements, or regulated consumer products.
• Familiarity with Shopify and Amazon ecosystems.
• Experience supporting complex or science-backed products.
• Experience in pet health is a plus.

• Measurable reduction in tickets per order through AI and self-serve improvements.
• Faster, more consistent responses without increasing headcount.
• Improved CSAT and fewer escalations.
• A support team that operates with clear documentation, confidence, and autonomy.

• Opportunity to work with a passionate and dedicated team in a fast-growing industry.

Send your resume and a brief cover letter describing how you’ve used AI or automation to improve customer support at scale to  Applications will be reviewed on a rolling basis. We are an equal-opportunity employer and welcome applicants from all backgrounds to apply.