Customer Experience Manager

Huntress Talent Logo
Huntress Talent
United States, US
  • Clothing
  • FullTime
  • Applications have closed

We are seeking an experienced & strategic Customer Experience Managerto lead our dynamic e-commerce customer service team and ensure best in class customer service delivery. The ideal candidate will be customer obsessed, have strong leadership skills, and a proven track record of implementing excellent customer service strategies and creating elevated customer experiences. Most importantly, we are looking for a leader who will be responsible for inspiring the customer service team, and has a proven track record of identifying & elevating individual strengths to collectively build a world-class, strong performing team.

++Responsibilities:++

Team Leadership & Development

  • Hire, train, and coach a high-performing customer service team.
  • Create scheduling and coverage plans to ensure timely responses across all channels.
  • Foster a culture of empathy, accountability, and continuous improvement.

Customer Experience Management

  • Oversee all inbound customer communications via email, chat, phone, and social media.
  • Maintain and refine brand voice guidelines for all customer interactions.
  • Resolve escalated customer issues with professionalism and care.
  • Implement proactive strategies to reduce customer complaints and improve satisfaction.

Operational Excellence

  • Develop and maintain SOPs, training materials, and escalation protocols.
  • Establish and monitor KPIs (response time, CSAT, NPS, resolution rate, etc.).
  • Leverage technology (CRM, helpdesk, automation tools) to improve efficiency.
  • Partner with logistics to ensure smooth order fulfillment and returns/exchanges.

Cross-Functional Collaboration

  • Work with Marketing on messaging for customer-facing campaigns.
  • Partner with Product & Design to relay customer feedback for product development.
  • Coordinate with Operations on inventory, shipping delays, and quality control issues.

Data & Continuous Improvement

  • Track and analyze customer service metrics to identify trends and opportunities.
  • Implement initiatives that improve first-contact resolution and loyalty.
  • Regularly report on customer insights to leadership.

Qualifications

  • 4 years of customer service experience, with at least 2 years in a management role (DTC, eCommerce, or fashion/apparel preferred).
  • Experience in intimates, lingerie, or apparel preferred
  • Strong leadership and team-building skills.
  • Excellent verbal and written communication abilities.
  • Proficiency with customer service platforms (e.g., Zendesk, Gorgias, Loop, Re-do, Okendo, Stamped, Kustomer).
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