Client Experience Manager
Core
Lead a team of support professionals to deliver exceptional daily customer service for ecommerce merchants, managing key metrics like CSAT, case resolution, and response times.
Role type
Senior IC team lead (Client Experience)
Builds
High-performance support team and scalable customer service processes
Domain
Logistics / eCommerce / 3PL
Required skills
Team leadership, data analysis, performance management, coaching, process improvement, stakeholder management, conflict resolution, strategic planning, operational excellence, cross-functional collaboration
Preferred skills
Experience in 3PLs, high-growth startups, logistics, eCommerce, SaaS, or B2B services
Technologies
Salesforce, Gorgias, Intercom, Zendesk
Responsibilities
Own daily, weekly, and monthly support metrics; Train, develop, and elevate a team of support pros; Serve as escalation point for complex client issues; Contribute to process improvements and documentation
Seniority
Senior, hands-on IC
