[Hiring] Customer Experience Manager @HireLATAM

Role Description

Our Client is seeking a process-driven, strategic Customer Experience Manager to own end-to-end CX operations, lead a dedicated team of 5 support representatives, and manage AI support evolution. Reporting directly to executive leadership, this professional will go beyond basic ticket management—building automated workflows in Gumloop and Zapier, conducting monthly customer qualitative interviews, mitigating chargebacks, optimizing VoC feedback loops, and training the brand's AI assistant (Siena) to deliver fast, human-first support at scale.

Key Responsibilities

• CX Strategy, Team Leadership & Performance:
  • Develops and executes a comprehensive customer experience roadmap aligned with brand standards, scalability goals, and CSAT targets.
  • Directs, coaches, and mentors a high-performing team of 5 support representatives, fostering a culture of accountability, positivity, and continuous improvement.
  • Monitors key departmental metrics, including CSAT, first contact resolution (FCR), average handle time, and customer churn rates.
• Process Automation, AI Tool Ownership & Escalations:
  • Designs, builds, and maintains operational workflows using automation tools such as Gumloop, Zapier, Gorgias, and Shopify.
  • Owns, trains, and optimizes the brand's AI support assistant (Siena), refining its voice, accuracy, and resolution capabilities to handle routine queries autonomously.
  • Manages high-touch customer escalations, de-escalates difficult issues with empathy, and oversees chargeback mitigation strategies to protect revenue.
• Voice of Customer (VoC) & Cross-Functional Strategy:
  • Schedules, conducts, and synthesizes monthly qualitative customer interviews to uncover underlying pain points, user themes, and growth opportunities.
  • Establishes structured Voice of Customer (VoC) reporting loops to surface NPS sentiment, product issues, and customer trends to product development, marketing, and operations leads.
  • Oversees social listening analytics across digital platforms, converting online conversations into actionable brand strategies.
  • Leads customer communications during product launches, shipping updates, or service delays to maintain brand trust and transparency.

Qualifications

• 4–6 years of progressive customer experience management experience, ideally within a fast-paced DTC or e-commerce brand.
• Proven experience leading, coaching, and managing direct reports to achieve key performance indicators (CSAT, resolution speed, retention).
• Hands-on experience building and maintaining operational automations using tools such as Zapier, Gumloop, or similar logic platforms.
• Proficiency with tools such as Gorgias, Zendesk, Shopify, Loop Returns, Notion, and Asana.
• Demonstrated capability to train, monitor, and refine AI support tools (e.g., Siena or similar LLM/AI helpdesk agents).
• Fluent written and spoken English skills to handle complex escalations, lead customer interviews, and present VoC data to executives.
• Full availability to work standard US Eastern business hours (Monday – Friday, 9:00 AM – 5:00 PM ET).
• Dedicated home office workspace, modern computer setup, HD webcam, headset, and high-speed primary internet.

Preferred Qualifications

• Direct experience running structured Voice of Customer (VoC) programs and chargeback mitigation workflows.
• Familiarity with direct-response DTC business models and physical product fulfillment cycles.

Benefits

• Fixed monthly salary of $2,600 – $2,900 USD/month.
• High-visibility position with the authority to build systems, design workflows, and shape company-wide CX standards.
• Direct hands-on ownership of production-level AI support assistants and workflow automation platforms.
• Growth-oriented remote environment with direct leadership exposure and clear impact on brand direction.
• Execute global DTC customer experience operations remotely from anywhere in Latin America.