eCommerce Customer Experience (CX) Manager
On-siteDuluth, Georgia, United States
Job Summary
Manage the day-to-day operations of the customer service team, including staffing, scheduling, workload allocation, training, quality assurance, and performance management. Establish and monitor service-level agreements for response times, issue resolution, escalation handling, returns, refunds, and customer follow-up activities. Develop and maintain customer support processes, operating procedures, escalation paths, response templates, and service recovery standards. Oversee customer support channels including email, chat, phone, Shopify inquiries, reviews, and marketplace-related communications. Administer customer service platforms and support technologies, maintaining workflow accuracy, issue categorization, reporting standards, and process compliance. Collaborate with Operations, Logistics, and Sales teams to resolve fulfillment, shipping, product quality, replacement, return, refund, and customer satisfaction issues. Analyze customer support interactions, reviews, return data, and feedback trends to provide actionable Voice of Customer insights to leadership and cross-functional teams. Partner with Marketing, Product Management, and eCommerce teams to improve customer-facing content, conversion optimization efforts, post-purchase communications, and retention initiatives. Track and report on customer experience performance metrics and develop action plans to address service gaps and business risks. Keep abreast of customer experience trends, technologies, and best practices to enhance support operations and business outcomes.
Required Qualifications
- Bachelor's degree in Business, Customer Service, Marketing, Communications, or a related field
- Minimum of 5 years of experience in customer experience management, customer service operations, eCommerce support, or direct-to-consumer (DTC) customer service leadership
- Experience managing customer service teams, including training, quality assurance, workforce management, and escalation processes
- Experience with customer service platforms such as Zendesk, Gorgias, Freshdesk, Shopify Inbox, or similar technologies
- Strong understanding of return, refund, replacement, and customer issue resolution workflows
- Demonstrated ability to analyze customer feedback and operational data to identify trends and drive continuous improvement
- Excellent verbal and written communication skills with the ability to interact effectively across all levels of the organization
- Strong organizational skills with the ability to prioritize multiple initiatives in a fast-paced environment
- Proactive self-starter with exceptional attention to detail and customer focus
- Yes, 0 – 10% travel required
Desired Qualifications
- Bilingual in English and Spanish
- Experience with Bazaarvoice or similar customer review and Voice of Customer platforms
- Experience within eCommerce, durable goods, building products, HVAC, contractor-focused products, or manufacturing environments
- Experience supporting Shopify-based commerce operations
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