Customer Experience Manager
$80,000–$95,000 year
On-siteSaint Paul, Minnesota, United States
Saint Paul, Minnesota, United StatesOn-siteFull Time$80,000–$95,000 yearSmall
Full TimeSmall
Job Summary
Oversee the Customer Service Department, managing a team of representatives while directly handling tickets and inquiries during high-volume periods. Develop and refine service policies, monitor KPIs to identify trends, and optimize tools and systems to enhance response times. Implement training programs to ensure consistent communication styles and maintain a strong brand voice across all interactions. Collaborate with marketing and eCommerce teams to reduce inquiry volume, manage returns and exchanges, and work cross-functionally to resolve customer experience challenges.
Required Qualifications
- Proven experience in a customer service leadership role
- 4+ years of prior people management experience
- Tech-savvy and systems-focused, with experience in CRM tools, help desk platforms, and automation solutions
- Strong analytical skills, capable of leveraging data to improve customer satisfaction and efficiency
- Exceptional written and verbal communication skills, with the ability to de-escalate situations and craft empathetic responses
- Ability to solve problems on the spot, particularly when handling frustrated customers
- Empathetic and customer-focused, with a passion for delivering exceptional service
- Experience in training and developing customer service teams
- Ability to work in-office
- Creative mindset, able to think outside the box to improve customer engagement and experience
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