Senior Customer Experience Manager

Job not on LinkedIn

🔥 5 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.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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uprootclean

WebsiteLinkedInAll Job Openings

- employees

🛍️ eCommerce

👥 B2C

eCommerce • B2C

uprootclean is an online retail brand that sells cleaning and grooming essentials for pet households. The site’s merchandising emphasizes pet hair and lint removers, a 7-in-1 grooming/vacuum brush, laundry products formulated for homes with pets, pet wipes, and general pet-care accessories — marketed directly to pet owners via an e-commerce storefront with promotions, free-shipping thresholds, a blog, influencer program, and store-locator features.

📋 Description

• Own and scale the post-purchase customer experience across support, fulfillment, returns, and automation • Lead a team of 13+ across managers, team leads, and frontline support representatives • Lead support across email, chat, and phone for approximately 20,000 customer interactions monthly • Manage and develop managers, team leads, and frontline representatives across a remote international team • Own first human response time, CSAT, SLA adherence, QA, and other support metrics • Establish operating rhythms for reporting, coaching, escalations, and performance management • Maintain service standards across a seven-day support operation • Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools • Identify contacts for automation, elimination, or self-service • Build, test, and improve AI workflows based on customer outcomes • Establish guardrails for legal issues, complex escalations, and emotionally sensitive interactions • Evaluate tools and workflows to support more volume without proportional headcount growth • Oversee customer-facing performance of the internal warehouse and 3PL • Monitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and related issues • Hold partners accountable to service levels and escalate recurring operational problems • Work with supply chain and warehouse teams to resolve root causes • Oversee returns, refunds, reships, and service recovery • Support wholesale and drop-ship customer inquiries • Build and maintain customer experience and fulfillment reporting • Track response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations • Diagnose performance changes and identify operational leaks • Convert findings into action plans involving automation, processes, coaching, or partner accountability • Report to the VP of Operations

🎯 Requirements

• DTC/ecommerce experience required, including shipping, returns, refunds, fulfillment issues, and high-volume customer support • Experience leading customer support or customer experience teams of 5–10+ people, ideally through team leads or managers • Experience managing high-volume DTC/ecommerce customer support • Shopify experience • Experience operating against CSAT, first response time, SLA, and QA targets • Ability to build dashboards and reporting independently • Hands-on experience implementing AI, automation, or self-service workflows • Experience improving support efficiency without primarily adding headcount • Experience working across support, fulfillment, warehouse, and operations teams • Experience holding internal teams or external partners accountable to service standards • Strong analytical skills and ability to diagnose root causes and turn data into action • Experience building, implementing, or improving AI or automation workflows • Experience managing against clear KPIs, including CSAT, first response time, SLA performance, QA, and productivity • Strong operational judgment • Ability to coach, develop, and make difficult performance decisions • Cross-functional ownership mindset • Ability to operate in a changing environment with imperfect information • Strong written and verbal communication skills • Fixed, professional workspace with reliable internet and a backup plan • Availability Monday–Friday, 8:00 AM–5:00 PM EST • Gorgias experience, Yuma or similar AI support experience, ShipHero or other WMS experience, Recharge experience, 3PL experience, returns operations experience, phone and live-chat support scaling, wholesale or retail customer support experience, and international remote team management are nice to have

🏖️ Benefits

• Competitive base salary • Fully remote • Paid time off • Flex days: an extra quarterly day off • Health, dental, and vision insurance • Ownership and autonomy to build and execute strategy • Professional development opportunities • Remote work arrangement