Customer Experience Manager (E-commerce)

We’re hiring a Customer Experience Manager to lead support across DTC (Shopify), Amazon, TikTok Shop, Walmart, and subscriptions. You’ll manage a distributed team, own QA and training, implement automation, and deliver clear reporting that improves CSAT, response/resolution times, retention, and revenue impact—while maintaining a warm, brand-aligned voice.

Responsibilities

• Lead, coach, and develop a high-performing support team (in-house and agency), including hiring, training, QA, and performance management
• Build scalable SOPs, escalation paths, macros/templates, and agent playbooks; maintain clear internal documentation and training tools
• Run day-to-day CX operations in Gorgias across email/chat/social; integrate with Shopify, subscription apps, Amazon Seller Central, TikTok Shop, Walmart Marketplace, dispute portals, and 3PL systems
• Design and optimize automations (AI/chatbots, trigger-based workflows) for FAQs, fraud monitoring,...