Customer Experience Manager

🔥 10 minutes ago

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MrFluffyFriend Global

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

🛒 Retail

👥 B2C

eCommerce • Retail • B2C

MrFluffyFriend Global is an online retailer specializing in pet comfort products, primarily fluffy, donut-shaped calming dog beds and related accessories (calming cushions, orthopedic dog sofas, pillows). The site emphasizes products designed to reduce anxiety and promote relaxation for dogs using ultra-soft materials and raised edges to provide security. The company markets itself as trusted by 600,000+ pet owners, offers same-day shipping, multiple international currencies/regions, 24/7 customer service, a 30-day satisfaction guarantee, digital gift cards, and promotes charitable giving (a portion of purchases supports animal shelters and rescue organizations). Product pages highlight machine-washable covers and orthopedic features; the brand positions itself as direct-to-consumer e-commerce with philanthropic commitments.

📋 Description

• **WHAT YOU'LL DO** • - **Lead our Customer Service team** — set the standard and keep them sharp, supported, and motivated • - **Automate workflows and support** so the team can scale without getting buried in repetitive work • - **Run quality control:** dig into the data, spot patterns, and feed real insights to our Supply Chain team so our products keep getting better • - **Own communication across the whole journey** — think of order materials, manual videos, order updates, post-purchase, every touchpoint a customer has with us • - Include the hidden word "Summer" in your application so we know you've read the whole post

🎯 Requirements

• **THIS ROLE FITS YOU IF** • ✅ You've led a CX or customer service function before and you're ready to step into more ownership**✅ You're proactive — you tend to spot the problem and solve it before anyone asks**✅ You're comfortable with data and can turn it into decisions**✅ You like building systems and automating the repetitive stuff**✅ You're direct and honest, and you appreciate the same back**✅ You stay calm and adaptable when plans shift (they will — we move fast)**✅ You want to feel close to the people you work with, not just clock in and out • **PROBABLY NOT THE RIGHT FIT IF** • - You prefer a fixed playbook and clear instructions every morning • - You'd rather have predictability than speed and upside • - You haven't actually led a CX function yet • Please note that this is a Freelancer role, signing an NDA with non-compete clause is mandatory and you will have to use our Time Tracking Tool. If one of these requirements can't be met, please don't apply.

🏖️ Benefits

• **WHAT YOU GET** • - Real ownership of a core function in a growing global brand, working closely with our leadership • - People who deliver here can earn well above what a "normal" company offers • - A team that genuinely enjoys working together and looks after its people (our CS team gets a yearly trip together, and we go out of our way to take care of our people) • - Fast and clear communication — everything runs on Slack, not buried in email threads