Shape the customer journey with sustainable impactlead CX Salesforce Service Cloud and AI automation at Fair Harbor

Customer Experience Manager

Jersey City NJ (Hybrid) Full-Time Customer Experience (CX)

Quick Take

Fair Harbor is looking for a Customer Service Manager to lead our CX team launch Salesforce Service Cloud and build AI-powered workflows that elevate how we serve our customers. If you love building teams optimizing systems and delivering best-in-class servicethis role is for you!

About Us

At Fair Harbor we design sustainable high-quality apparel made for lifes adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

What Youll Do

• Lead Operations: Manage order flows (Shopify NetSuite Salesforce Gorgias Loop Returns) escalations and service KPIs.

• Own Salesforce Rollout: Drive setup customization integration and training for Service Cloud.

• Supercharge Workflows: Build AI-powered tools (chatbots guided responses automations) to boost efficiency.

• Run Special Projects: Oversee B2B orders (embroidery corporate gifting) & VIP clienteling programs.

• Coach the Team: Train and inspire CX agents ensuring empathy accuracy and efficiency.

What Success Looks Like

• 100% Salesforce adoption within 90 days

• 65% Tier 1 tickets resolved by AI workflows

• CSAT maintained at 4.7/5

• 20% increase in VIP repeat purchase rate

What Were Looking For

• 5 years in customer service (2 in management)

• Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)

• Strong knowledge of service workflows (ticket routing macros automation returns)

• Hands-on AI/chatbot experience

• Familiarity with B2B/custom orders (embroidery monogramming gifting)

• Excellent project management analytical and communication skills

Why Youll Love It Here

• Join a mission-driven brand making a real impact

• Lead tech-driven CX transformation

• Collaborative growth-focused environment

• Hybrid flexibility & competitive compensation ($75000-$80000 annually)

Ready to help shape the future of customer experience at Fair Harbor
Apply today!