Customer Experience Team Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Team Manager based in United States.

This role offers the opportunity to lead and scale high-performing remote customer experience teams within a fast-growing, technology-driven retail environment. You will be responsible for developing frontline talent, improving operational performance, and creating exceptional customer journeys across multiple channels. The position combines people leadership, data-driven decision-making, and process innovation to deliver measurable customer and business outcomes. You will partner with cross-functional teams to identify opportunities, remove customer friction, and continuously improve service experiences. This is a hands-on leadership role for someone who thrives in dynamic environments and enjoys building strong, engaged teams. You will play a key part in shaping customer experience strategies while fostering a culture of accountability, learning, and continuous improvement.

Accountabilities:: As a Customer Experience Team Manager, you will lead a distributed team of customer experience professionals while driving operational excellence and customer satisfaction. You will be responsible for coaching talent, optimizing performance, and implementing scalable solutions that improve the overall customer journey.

Lead, manage, and develop a fully remote team of Customer Experience Specialists delivering exceptional support across email, chat, phone, and social channels.

Drive key performance indicators including customer satisfaction, response times, retention metrics, quality scores, and operational efficiency.

Coach and mentor team members to strengthen capabilities, engagement, accountability, and career development.

Analyze customer insights and performance data to identify improvement opportunities and implement meaningful solutions.

Partner with product, logistics, marketing, and other cross-functional teams to resolve customer pain points and improve processes.

Lead initiatives focused on reducing friction, increasing efficiency, and enhancing customer satisfaction through continuous improvement practices.

Support hiring, onboarding, and training efforts to ensure team members are aligned with organizational values and service expectations.

Promote a culture of ownership, experimentation, adaptability, and customer-first decision-making within a remote environment.

Requirements:

The ideal candidate is an experienced customer experience leader with a strong background in managing high-volume support teams and improving customer operations. You should be comfortable balancing strategic thinking with hands-on execution, using data and collaboration to deliver measurable results.

4+ years of experience in customer experience, customer support, or related leadership roles, including at least 2 years managing remote or distributed customer service teams.

Experience leading teams in retail, e-commerce, or high-growth environments is preferred.

Proven ability to maintain engagement, accountability, and performance across remote teams.

Strong understanding of customer experience metrics and the ability to use KPIs to drive operational improvements.

Experience working with customer experience platforms such as Zendesk, Gladly, CRM systems, or similar tools.

Excellent written and verbal communication skills with strong attention to customer tone, clarity, and service quality.

Ability to manage multiple priorities in a fast-paced, evolving environment while demonstrating adaptability and a growth mindset.

Strong coaching, mentoring, and team development skills.

Bachelor’s degree or higher preferred.

Availability to support weekends and holidays during peak business periods, particularly November through December.

Benefits:

Competitive base salary range of $75,000 - $95,000 USD , depending on experience, skills, and location.

Potential eligibility for bonus and equity opportunities.

Fully remote work arrangement available anywhere in the United States.

Comprehensive benefits package designed to support employee well-being and long-term success.

Health benefits, retirement savings options, and additional employee programs.

Paid time off and flexible work policies.

Opportunity to join a mission-driven organization transforming the retail experience through innovation, technology, and customer-focused solutions.

Work alongside talented teams in a collaborative, high-growth environment with opportunities for professional development.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1