Customer Experience (CX) & Customer Service Manager

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 Please note that this role requires to be onsite four days a week. At Good American, we believe that a diverse and inclusive workplace drives innovation and success. We are committed to creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives. We welcome applicants from all backgrounds and encourage individuals of all races, gender identities, ages, religions, sexual orientations, abilities, and veteran statuses to apply.

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