B2B Customer Experience Manager

Job not on LinkedIn

🔥 13 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 24%

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

🍽️ Food & Beverage

🏥 Healthcare

✈️ Travel

Food & Beverage • Healthcare • Travel

Comfrt is a direct-to-consumer apparel brand and Shopify-based e-commerce retailer focused on comfort-first clothing. The company sells hoodies (including slightly weighted hoodies marketed for anxiety relief), loungewear, blankets, travel gear, kids and pet items, and accessories, and operates an ambassador program and mobile app. Its messaging emphasizes cozy, functional, lifestyle apparel and DTC online sales.

📋 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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