Client Experience Manager

Position Overview

Client Experience Manager (CXM) based in Pittsburgh, PA – responsible for leading a high-performing support team focused on delivering exceptional daily service. Manage key metrics such as resolved cases, CSAT, first response time, and cost per unit while driving team growth and development.

• Own daily, weekly, and monthly support metrics for the team.
• Leverage dashboards, reporting tools, and one‑on‑one coaching to drive continuous improvement.
• Run daily stand‑ups, monthly reviews, and quarterly performance planning.
• Train, develop, and elevate a team of support professionals.
• Deliver clear goals, timely feedback, and structured development paths.
• Identify burnout, boost morale, and keep the 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 playbooks and scorecards that define how we deliver excellence.
• Be a voice in cross‑functional forums to articulate support impact across the business.

• 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 such as 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 plus bonus.
• Health, dental, vision, and 401k with match.
• Company events, wellness programs, and more.

Ship Monk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.