Client Experience Manager

About the Role We’re looking for a Pittston, PA based, results-driven, people-first client experience manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. You’ll be responsible for hitting key service metrics—resolved cases, CSAT, first response time (FRT), cost per unit—while also growing and developing your team. This is a hands‑on leadership role where operational excellence meets people development. If you’re passionate about service quality, thrive in fast‑paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge. What You’ll Be Rocking Every Day Lead Performance with Precision Own daily, weekly, and monthly support metrics for your team—resolved cases, CSAT, first response time (FRT), cost per unit, and more. Leverage dashboards, reporting tools, and 1:1 coaching to drive continuous improvement. Run daily stand‑ups, monthly reviews, and quarterly performance planning. Grow and Coach a Rockstar Team Train, develop, and elevate a team of support pros who can thrive in a high‑growth, high‑expectation environment. Deliver clear goals, timely feedback, and structured development paths. Spot burnout, boost morale, and keep your team firing on all cylinders. Champion the Merchant Experience Serve as the escalation point for complex or high‑touch client issues. Partner with onboarding, merchant success, and operations to ensure a seamless client journey. Use feedback loops to identify support trends, gaps, and opportunities for automation or efficiency. Build Systems that Scale Contribute to process improvements, documentation, and training initiatives. Help shape the playbooks and scorecards that define how we deliver excellence. Be a voice in cross‑functional forums—what happens in support impacts the whole business. What Makes You a Great Fit You’re data‑obsessed – You don’t just look at metrics; you use them to manage and translate numbers into actions that improve both client and team experience. You know what great support looks like – You’ve worked within or managed teams that are fast, friendly, and reliable, and you understand the difference between hitting a number and delivering real value. You’re a builder and a coach – You develop people, build systems, and improve processes, balancing empathy with accountability while loving helping others level up. You lean in and take ownership – When something goes wrong you roll up your sleeves, fix it, lead with accountability, stay solutions‑focused, and keep nothing slipping through the cracks. You stay cool under pressure – When things go sideways you lead with calm, clarity, and urgency, never shying away from tough conversations or tight timelines. What You Bring to the Table 3–5 years managing customer‑facing teams, preferably in logistics, eCommerce, SaaS, or B2B services. Track record of owning and improving CSAT, case resolution, and other CX metrics. Comfortable with tools like Salesforce, Gorgias, Intercom, Zendesk, or similar. Experience coaching and scaling individual contributors. Strong written and verbal communication skills. Bonus points for experience with 3PLs or high‑growth startups. Perks That Pack a Punch Competitive salary + bonus. Paid time off + paid holidays. Health, dental, vision + 401(k) with match. Company events, wellness programs & more. HQ in Fort Lauderdale + global fulfillment network. Inclusive, growth‑oriented culture. ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr