Senior Customer Experience Manager

Leading a globally distributed team of 35+ agents, the full-time Senior Customer Experience Manager will oversee Tier I and Social Support operations, drive automation across the CX tech stack, and protect brand trust in public-facing channels while working remotely. Key responsibilities Lead and develop Team Leads and agents, managing key performance metrics and acting as the primary escalation point for complex customer issues Drive automation initiatives and process improvements, collaborating with Product and Engineering on AI-assisted support tools Oversee Social Support across various platforms, ensuring brand voice consistency and proactive monitoring of social sentiment Required qualifications 5-8+ years in a Senior/Supervisory CX role, with experience managing teams in a high-volume environment Background in subscription or e-commerce with experience in high-volume transactional CX and social support channels Proven ability to drive automation and workflow improvements within a CX tech stack Hands-on experience with CX platforms and deep expertise in social CX and community management Strong analytical skills with the ability to contextualize data for non-CX stakeholders