Customer Experience Manager

This is a fully remote position, open to applicants in Philippines, +3 more countries.

📋 Description

• Oversee the daily customer experience operations for Primal Harvest across the U.S. and EU.

• Supervise customer support functions, manage escalations, BPO/vendor performance, quality assurance, workflows, AI-driven tools, and customer feedback mechanisms.

• Manage customer interactions via email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels.

• Lead internal support teams while collaborating with TalentPop team leaders, agents, and the Customer Success Manager.

• Oversee BPO performance, conduct vendor check-ins, manage contracts, pricing, renewals, and service level agreements.

• Train and onboard agents and team leads for internal, U.S., and EU teams.

• Develop and enhance processes, macros, tags, rules, automation, standard operating procedures (SOPs), and content for the help center.

• Address escalated customer issues and identify broader operational challenges.

• Monitor the accuracy, compliance, containment, and quality of AI chatbots and email automation.

• Establish quality assurance standards, conduct interaction spot-checks, and initiate corrective actions.

• Collaborate on subscription experiences, fraud prevention, chargebacks, refunds, and data privacy requests in line with GDPR and CCPA/CPRA regulations.

• Manage Reviews.io workflows and Voice of Customer reporting.

• Track customer experience KPIs and correlate performance with retention, churn, and costs.

• Oversee workforce planning, staffing recommendations, and the annual customer experience/customer support budget.

• Assist with product launches and marketing campaigns.

• Ensure that customer communications adhere to supplement and wellness product-claim guidelines.

• Report directly to the Retention & Lifecycle Manager.

⛳️ Requirements

• A minimum of 5 years of experience in customer experience, CX operations, or customer support operations within direct-to-consumer (DTC) eCommerce brands, including those on Shopify.

• Significant experience in subscription or repeat-purchase DTC businesses.

• Proven track record in managing internal support teams and outsourced/BPO partners.

• Demonstrated success in improving customer satisfaction (CSAT), first response times, and other customer experience metrics.

• Proficient in using and optimizing AI customer experience tools such as Kodif.

• Practical experience with customer support platforms, with a strong preference for Gorgias.

• Familiarity with Shopify flows and associated changes.

• Experience in developing and maintaining SOPs, macros, quality assurance processes, escalation paths, and help center content.

• Strong analytical skills to identify customer pain points and implement operational or cross-functional improvements.

• Exceptional written and verbal communication skills in English.

• Ability to operate strategically and tactically in a dynamic, fast-paced environment.

• Previous people management experience is essential.

• Availability to work during U.S. Eastern Time business hours, with some overlap with South Africa and Europe.

• Familiarity with health and wellness, supplements, or consumer packaged goods (CPG) compliance considerations is advantageous.

• Knowledge of Shopify is preferred.

• Proficiency in a second language is a plus.

• Experience with subscription platforms like Stay AI or Recharge is preferred.

• Agency experience in managing brand accounts is a plus.

🏝️ Benefits

• HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment.

• A monthly medical allowance of $20 USD for agents located outside the Philippines and Jamaica.

• Paid time off that accrues after 90 days with TalentPop.

• Year 1 PTO: 8 hours accrued for every 320 hours worked.

• Year 2 PTO: 8 hours accrued for every 160 hours worked.

• Two paid Holy Week days of choice.

• Holidays on Christmas Eve, Christmas Day, and New Year’s Day.

• Two additional floating holiday days for team members outside the Philippines.

• Flexible remote work arrangement.