Customer Experience Manager

The company operates in the custom apparel space, selling and branding t-shirts for business clients. This is a B2B customer experience environment focused on email and chat support only (no inbound/outbound calls).

We are seeking a high-energy, positive, and results-driven Customer Experience Manager with 3–5 years of total experience
. Candidates with more than 5 years of experience will not be considered.

This role requires strong people leadership, operational ownership, and a problem-solving mindset. The ideal candidate must be comfortable working in an AI-driven environment and open to learning automation tools.

• Onsite 5 days/week for the first 1–2 months (training period)
• Monday – Friday, 40 hours/week
• Must be open to working at least one Saturday in the future
• Sunday is always off

• Manage and coach Customer Experience Supervisors and team members
• Set clear performance expectations and ensure accountability
• Support hiring, onboarding, and development of team members
• Build leadership capability through ongoing coaching and feedback

• Own key metrics such as CSAT, NPS
  , resolution time, productivity, and quality
• Identify performance gaps and implement improvement plans
• Ensure consistent service delivery and high customer satisfaction

• Improve workflows, tools, and policies to enhance efficiency
• Document and standardize processes and best practices
• Handle average volume of approximately 8 emails per hour
• Analyze customer feedback and operational metrics
• Identify trends and root causes
• Use insights to drive staffing decisions and process improvements

• Act as escalation point for complex B2B issues
• Collaborate cross-functionally to improve overall customer journey

• Bachelor’s Degree (4 year bachelor's degree required)
• Total experience: 3–5 years only
• Experience in Customer Experience, Retail, or similar industry
• Strong communication skills (written and verbal)
• High energy, positive attitude, and strong problem-solving mindset
• Ability to research issues and provide effective solutions
• Open to learning and using AI tools in daily work
• Experience in retail organizations such as Amazon, Nordstrom, or similar preferred
• Some call center experience is acceptable, but not fully call-center background
• Must not have a banking industry background

• Experience with Zendesk

• 3–4 rounds of interviews (fast turnaround)
• In-person interview required for local candidates