Customer Experience (CX) & Customer Service Manager
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
1 hour ago
Vacancies:
1 Vacancy
Job Summary
The Customer Experience (CX) & Customer Service Manager will lead and oversee all aspects of the online customer journey ensuring a seamless high-quality experience from order placement through post-purchase support. This role manages the Customer Service team oversees daily operations related to eCommerce orders and partners cross-functionally with Operations eCommerce Logistics and Marketing to drive customer satisfaction retention and brand loyalty.
This individual is both strategic and hands-on comfortable analyzing performance metrics while actively supporting their team and resolving escalated customer concerns.
Key Responsibilities:
Customer Experience Leadership
- Own and elevate the end-to-end online customer experience.
- Develop and implement CX strategies to improve satisfaction retention and brand loyalty.
- Monitor and improve key KPIs including CSAT response time resolution time NPS and return rates.
- Identify customer pain points and proactively recommend process improvements.
Customer Service Team Management
- Lead mentor and develop Customer Service Representatives.
- Oversee daily team workflow including tickets live chat email and social inquiries.
- Create staffing schedules to ensure proper coverage across peak periods.
- Conduct regular performance reviews coaching sessions and team trainings.
- Build and maintain a positive service-driven team culture.
Online Order Oversight
- Oversee all online order management including order processing tracking issues cancellations exchanges returns and refunds.
- Partner with Warehouse/Operations teams to resolve fulfillment discrepancies.
- Monitor order accuracy and ensure SLAs are met.
- Manage escalated customer concerns related to shipping product quality or fulfillment delays.
Cross-Functional Collaboration
- Partner with eCommerce and Marketing teams on product launches promotions and site updates.
- Work closely with Logistics and Inventory teams to address stock issues or shipping delays.
- Provide customer feedback insights to Product and Merchandising teams.
- Support fraud prevention and payment dispute management in partnership with Finance.
Systems & Reporting
- Manage CX platforms (e.g. Zendesk Gorgias Shopify etc.).
- Analyze customer data and generate weekly/monthly reports on performance metrics.
- Implement process improvements to increase efficiency and reduce costs.
- Maintain and update internal knowledge bases and SOPs.
Qualifications:
- 5 years of experience in Customer Experience or Customer Service management within eCommerce or retail.
- Proven experience managing and developing a team.
- Strong understanding of online order management and fulfillment processes.
- Experience working cross-functionally with Operations and eCommerce teams.
- Data-driven mindset with strong analytical skills.
- Excellent communication and problem-solving abilities.
- Proficiency in customer service platforms and Shopify (or similar eCommerce systems).
Key Competencies:
- Leadership & Team Development
- Operational Excellence
- Customer-Centric Mindset
- Strategic Thinking
- Conflict Resolution
- Process Improvement
- Cross-Functional Collaboration
Required Experience:
Manager
About Company
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