Job Description
**Job Title**: Customer Experience Manager
**Location**: Remote
**Working hours**: Monday through Friday, 8 AM - 5 PM PST. Occasional evenings/weekends for time-sensitive customer issues.
We’re an innovative brand on a mission to redefine multifunctionality with easy, efficient products that help our community save time, money, and space. We’re looking for a proactive and experienced Customer Experience Manager to lead and evolve our customer support strategy across e-commerce and social channels.
**ABOUT THE ROLE**:
**WHAT YOU’LL DO**:
- Lead and manage the day-to-day operations of the CX team, ensuring all inquiries are resolved promptly and with a customer-first mindset.
- Set and monitor KPIs including response times, resolution rates, CSAT, and ticket volume trends.
- Maintain our brand voice in all communication while providing coaching on tone, empathy, and professionalism.
- Act as a channel owner for both e-commerce and social support, ensuring strea...
**Location**: Remote
**Working hours**: Monday through Friday, 8 AM - 5 PM PST. Occasional evenings/weekends for time-sensitive customer issues.
We’re an innovative brand on a mission to redefine multifunctionality with easy, efficient products that help our community save time, money, and space. We’re looking for a proactive and experienced Customer Experience Manager to lead and evolve our customer support strategy across e-commerce and social channels.
**ABOUT THE ROLE**:
**WHAT YOU’LL DO**:
- Lead and manage the day-to-day operations of the CX team, ensuring all inquiries are resolved promptly and with a customer-first mindset.
- Set and monitor KPIs including response times, resolution rates, CSAT, and ticket volume trends.
- Maintain our brand voice in all communication while providing coaching on tone, empathy, and professionalism.
- Act as a channel owner for both e-commerce and social support, ensuring strea...
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