Role Description We're looking for a Senior Manager of Customer Experience to lead our Tier I and Social Support operations across a globally distributed team of 35+ agents and 4 Team Leads. This role is for a self-sufficient, fast-moving operator who can manage a large team, drive automation across our CX tech stack, and protect brand trust in public-facing channels — all without needing hand-holding. You'll report to the Director of Customer Experience and serve as both an operational leader and a strategic partner across the business. Responsibilities - Team Leadership & Operations - Lead and develop Team Leads and agents across Tier I email and Social Support globally - Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics - Act as the primary escalation point for complex or high-risk customer issues - Drive process improvements that improve both the customer and agent experience - Manage vendor and recruiting partner relationships, including quality oversight and performance - Own onboarding and training program development — not just coaching through leads, but building the curriculum - Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure - Automation & Platform Ownership - Be hands-on with our CX tech stack — able to get into backend systems, configure workflows, and build improvements directly - Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues - Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation - Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms - Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes - Social Support & Brand Protection - Oversee Social Support across social channels, app stores, and public review platforms including BBB - Be a true expert in social CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice - Monitor social sentiment proactively and surface emerging issues before they escalate - Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint - Set and enforce response quality and brand standards across all public channels - Workforce Planning & Reporting - Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation - Deliver weekly and monthly KPI reporting with clear context and actionable recommendations - Lead change management across platform migrations and operational shifts — keeping team performance steady through transitions - Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally - Voice of the Customer & Cross-Functional Work - Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal - Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes - Think beyond resolution — understand how support interactions affect retention and bring that lens to cross-functional conversations Qualifications - 5–8+ years in Senior/Supervisory CX role, with 2–3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment - Experience across both high-volume transactional CX (email, chat) and public or social support channels - Background in subscription or e-commerce with recurring billing complexity - Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them - Experience leading teams through platform migrations and operational change without losing performance Skills - Hands-on with CX platforms — able to configure, optimize, and improve systems directly - Deep expertise in social CX, community management, and public escalation handling - Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders - Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic affect what scores actually mean - Excellent written communication, especially in brand-sensitive and public-facing environments Platform Knowledge (Preferred) - Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly) - Sprout Social or equivalent social listening and community management tools - DigitalGenius or AI-assisted CX automation platforms - Shopify or E-Commerce backend systems relevant to order management and customer data