B2B Customer Experience Manager

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Comfrt

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

👥 B2C

eCommerce • B2C

Comfrt is presented as a consumer-facing online storefront (Shopify-based) — the available content is primarily website front-end code and cookie/consent UI for a shopping site. The text shows cookie consent, header, menu, cart drawer, and other storefront UI elements, indicating Comfrt operates an e-commerce website targeting consumers. The provided information does not specify product categories, funding, headcount, or specific services sold.

📋 Description

• Own the end-to-end customer experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers • Serve as the primary point of contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations • Build and maintain relationships with business customers through proactive communication and problem-solving • Manage wholesale, bulk, and corporate gifting programs from inquiry and quote coordination through fulfillment and delivery • Coordinate large-volume orders, gifting projects, recurring orders, special requests, and time-sensitive deliveries • Partner with Operations, Inventory, Finance, E-commerce, and Customer Experience teams to resolve issues and streamline processes • Support custom orders, gifting configurations, packaging requirements, gift messages, invoicing questions, payment follow-ups, and shipping arrangements • Manage support for wholesale retail marketplaces and B2B ordering platforms, including modifications, cancellations, tracking, exceptions, returns, and claims • Oversee the B2B order lifecycle and establish escalation processes for high-priority orders and fulfillment exceptions • Develop SOPs, FAQs, communication templates, and workflows • Track KPIs including response times, resolution times, order accuracy, on-time delivery, customer satisfaction, repeat purchases, and issue trends • Analyze feedback and support data and report on B2B customer experience performance, account needs, operational challenges, and growth opportunities

🎯 Requirements

• 3–5+ years of experience in customer experience, account management, customer success, wholesale operations, e-commerce operations, or B2B customer support • Experience supporting business customers, wholesale accounts, bulk orders, corporate gifting programs, or retail marketplace operations • Strong understanding of order management, inventory coordination, shipping and fulfillment, and post-purchase support • Excellent written and verbal communication skills • Strong project management and organizational skills • Ability to manage multiple accounts, orders, and deadlines simultaneously • Ability to troubleshoot issues, manage escalations, and coordinate solutions across multiple teams • Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets • Proactive, detail-oriented mindset with a strong sense of ownership and accountability

🏖️ Benefits

• Generous paid time off • Company-covered health insurance • 5% 401k match • Discounts on all Comfrt products • Fully remote work environment • Supportive, creative environment where ideas and growth are valued

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