Customer Experience Manager

Approximately 20 hours per week, hybrid · $35–$45 per hour, depending on experience Help make the Grovemade experience as good as the products Grovemade creates thoughtfully designed furniture and accessories for people who care about their workspace. We’re an independently owned company based in Portland, with an ambition to become the defining brand for the home office. That ambition reaches beyond what we make. Choosing a product, waiting for delivery, putting it together, and getting help should all reflect the care that went into its design. We’re looking for a part-time Customer Experience Manager to lead a small remote support team, work directly with customers, and improve the systems behind the experience. AI is already part of how we’re building our customer experience operation, and we intend to expand its use. We want someone who is enthusiastic about using AI to deliver faster, more accurate, more helpful service, and thoughtful about where human judgment and care matter most. The role You’ll manage two part-time remote customer service representatives, coordinating schedules and handoffs to provide coverage across the week. You’ll coach the team, handle escalated cases, and jump into daily support when needed. You’ll also help shape how the department works. We’re improving our workflows, knowledge base, customer communications, and use of automation and AI. You’ll help identify what can be simplified, what can be automated, and where a thoughtful person makes the difference. This role combines service, judgment, and practical problem-solving. You should enjoy both helping an individual customer and fixing the recurring problem behind their question. What you’ll do Lead the support team. Set clear expectations, review response quality, coach representatives, and keep coverage and handoffs organized. Own customer issues through resolution. Handle escalations involving delivery, product quality, assembly, returns, exchanges, refunds, and order changes. Keep customers informed and follow through. Make it easier to get answers. Improve help content, response templates, product guidance, and proactive communications so customers can find what they need. Build better workflows. Document policies and decision rules, reduce repetitive work, and collaborate with our technical partners on useful automation. Bring the customer’s perspective into the company. Identify patterns in questions and feedback, then work with product, quality, operations, and marketing to address them. Use data to improve service. Track response times, customer satisfaction, ticket volume relative to orders, and recurring issues. Turn what you learn into practical changes. Support thoughtful purchasing decisions. Help customers choose products with confidence. As capacity allows, contribute to inside sales and opportunities with designers and trade customers What you’ll bring Experience managing or coaching customer service representatives. Experience improving customer service policies, processes, or systems. Clear, warm writing and the ability to explain complicated situations simply. Good judgment under pressure. You can be generous and fair while respecting company policies and knowing when to elevate. Strong organization and follow-through. Customers and teammates can trust you to close the loop. Comfort with helpdesk software, spreadsheets, and learning new tools. We currently use Freshdesk. A positive, hands-on approach to AI. You actively use AI tools, enjoy experimenting with new applications, and are willing to make them part of your daily work. You can evaluate their output, recognize their limitations, and improve how they’re used. Prior experience building AI systems isn’t required; enthusiasm for working with them is. The ability to prioritize independently and make meaningful progress within a part‑time schedule. Experience with e-commerce, furniture or design products, remote teams, inside sales, or project management would be helpful. What success looks like Customers know what to expect and don’t have to chase us for a resolution. Our representatives feel supported and know how to handle their work. Recurring problems lead to better information, products, or processes. As Grovemade grows, our service stays personal and dependable, supported by systems that work well. Working with us Our four core values shape how we work together and care for customers: Embrace Truth . Be honest about what we know, what we don’t, and what went wrong. Set clear expectations with customers, own mistakes, and use feedback and data to understand what needs to change. Put the Team First . Share knowledge, support your representatives, and work across departments to resolve problems. Give and receive feedback with care, and put shared success ahead of ego. Always Get Better . Keep improving the customer experience and the way we deliver it. Learn from recurring issues, strengthen the team’s skills, and turn good ideas into better daily practices. Be Open . Stay receptive to new ideas, perspectives, and ways of working. Experiment with AI and other tools, evaluate what works, and be willing to change your approach when you learn something new. This is a hybrid role with approximately 20 hours per week and time at our Portland headquarters at least once per week. The regular schedule will be agreed upon around team coordination and customer needs. Compensation and benefits $35–$45 per hour, depending on experience. Benefits allowance of $36.93 per biweekly paycheck (approximately $960 per year before taxes), to use toward the benefits you value most. Paid sick time accrued at one hour for every 30 hours worked, up to 40 hours per calendar year, available for use as it accrues. Paid company holidays when they fall on your regularly scheduled workdays, paid for your scheduled hours. #J-18808-Ljbffr Grovemade