Customer Experience Manager

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🕒 2 dias atrás

🌐 Filipinas, Gana, +2 outros países – Remoto

🇵🇭 Filipinas – Remoto 🇬🇭 Gana – Remoto 🇿🇦 África do Sul – Remoto 🇰🇪 Quênia – Remoto

💵 $17 - $19 / hora

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

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TalentPop

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🤝 B2B

🛍️ Comércio Eletrônico

🎯 Recrutamento

B2B • eCommerce • Recruitment

TalentPop é uma empresa de staffing e outsourcing gerenciado que fornece especialistas remotos treinados para apoiar marcas de e-commerce e voltadas para o consumidor. Eles combinam e fornecem funções como especialistas em atendimento ao cliente, assistentes executivos, assistentes de marketing, especialistas em marketing de influenciadores, associados de vendas de e-commerce e concierges de marca para ajudar empresas a expandir o suporte ao cliente, marketing e operações. TalentPop se posiciona como um serviço B2B para marcas online e destaca soluções acessíveis, escaláveis e com equipe dedicada (o site menciona preços a partir de taxas horárias) e áreas de foco da indústria como e-commerce, varejo, SaaS, beleza e bem-estar, fintech, viagens e hospitalidade.

Descrição

• Lead Primal Harvest’s day-to-day customer experience operations across the U.S. and EU • Oversee customer support operations, escalations, BPO/vendor performance, QA, workflows, AI-enabled tools, and customer feedback loops • Manage customer experience across email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels • Lead internal support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager • Oversee BPO performance, vendor check-ins, contracts, pricing, renewals, and service levels • Train and onboard agents and team leads across internal, U.S., and EU teams • Establish and improve processes, macros, tags, rules, automations, SOPs, and help center content • Handle escalated customer cases and identify broader operational gaps • Monitor AI chatbot and email automation accuracy, compliance, containment, and quality • Build QA standards, spot-check interactions, and drive corrective actions • Partner on subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA • Own Reviews.io workflows and Voice of Customer reporting • Track CX KPIs and connect performance to retention, churn, and cost • Own workforce planning, staffing recommendations, and annual CX/CS budget • Support product launches and campaigns • Ensure customer communications comply with supplement and wellness product-claim guidelines • Report to the Retention & Lifecycle Manager

🎯 Requisitos

• 5+ years of experience in customer experience, CX operations, or customer support operations within DTC eCommerce brands, including Shopify brands • Strong background in subscription or repeat-purchase DTC businesses • Experience managing internal support teams and outsourced/BPO partners • Demonstrated improvements in CSAT, first response time, and other CX metrics • Experience using and optimizing AI CX tools such as Kodif • Hands-on customer support platform experience; Gorgias strongly preferred • Experience with Shopify flows and changes • Experience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content • Strong analytical skills for identifying customer pain points and driving operational or cross-functional improvements • Excellent written and verbal English communication skills • Ability to work strategically and tactically in a lean, fast-moving environment • Prior people management experience required • Ability to work US Eastern Time business hours with overlap with South Africa and Europe • Familiarity with health and wellness, supplements, or CPG compliance considerations is preferred • Knowledge of Shopify is preferred • Ability to speak a second language is preferred • Experience with subscription platforms such as Stay AI or Recharge is preferred • Agency experience managing brand accounts is preferred

🏖️ Benefícios

• HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment • $20 USD monthly medical allowance for agents outside the Philippines/Jamaica • Paid time off accrued after 90 days with TalentPop • Year 1 PTO: 8 hours accrued for every 320 hours worked • Year 2 PTO: 8 hours accrued for every 160 hours worked • Two paid Holy Week days of choice • Christmas Eve, Christmas Day, and New Year’s Day holidays • Two additional floating holiday days for team members outside the Philippines • Remote work arrangement