[Hiring] Customer Experience Manager @TalentPop

Role Description

As the Customer Experience Manager, you will lead Primal Harvest's day-to-day CX operations across the U.S. and EU, ensuring customers receive timely, accurate, and brand-aligned support while improving customer retention. You will oversee support operations, escalations, BPO/vendor performance, QA, support workflows, AI-enabled tools, and customer feedback loops. The focus is not only on resolving customer issues, but on identifying root causes and improving the overall customer experience. This role reports to the Retention & Lifecycle Manager.

Essential Functions

• Oversee daily operations of the customer experience team to ensure effective resolution of customer inquiries and issues.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Monitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement.
• Train, coach, and mentor customer service representatives to uphold high standards of service.
• Collaborate cross-functionally to ensure the voice of the customer influences product and operational decisions.
• Oversee outsourced/BPO support partners, including coverage, QA, SOP adherence, tone, and customer outcomes.
• Own AI-enabled support tools and QA standards across internal support, outsourced support, and AI responses.
• Own the annual CX/CS budget, workforce planning, and staffing recommendations across U.S. and EU support.

Primary Responsibilities

• Manage and optimize the end-to-end customer experience across all channels, including email, chat, phone, IVR/SMS, social media DMs, and marketplace channels such as Amazon and Walmart.
• Lead the internal customer support team and broader U.S. and EU support operations.
• Oversee BPO performance, hold regular vendor check-ins, and escalate recurring issues to vendor leadership as needed.
• Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportunities without sacrificing quality or retention.
• Own training and onboarding for new agents and team leads across internal, U.S., and EU teams.
• Establish, document, and improve processes, macros, tags, rules, automations, SOPs, and help center/FAQ content.
• Handle escalated customer cases and identify whether recurring escalations point to broader operational gaps.
• Oversee AI-enabled support, monitoring accuracy, containment, compliance, and quality.
• Build and maintain QA standards; spot-check tickets, calls, reviews, and AI responses.
• Partner with Retention/Lifecycle on subscription experience.
• Manage fraud, chargeback, and refund-abuse workflows with Finance, IT, and Operations.
• Own intake, tracking, and fulfillment of customer data privacy requests under GDPR and CCPA/CPRA.
• Own Reviews.io workflows, including negative review follow-up and issue escalation.
• Build a regular Voice of Customer reporting cadence.
• Track and report CX KPIs and connect them to retention, churn, and cost.
• Own workforce planning, scheduling, and shift coverage.
• Own the annual CX/CS budget, including tools, vendors, BPO support, and software.
• Partner with marketing and product teams to support product launches and campaigns.
• Ensure customer communications follow compliance guidelines for supplement and wellness product claims.

Qualifications

• 5+ years of experience in customer experience, CX operations, or customer support operations within direct-to-consumer (DTC) eCommerce brands.
• Strong background in subscription or repeat-purchase DTC businesses.
• Experience managing both an internal support team and outsourced/BPO partners.
• Demonstrated track record of driving measurable improvements in CSAT, first response time, and other CX metrics.
• Experience using and optimizing AI CX tools.
• Hands-on experience with customer support platforms; Gorgias strongly preferred.
• Experience with Shopify flows and changes.
• Experience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content.
• Strong analytical skills to identify customer pain points and turn them into operational or cross-functional improvements.
• Excellent written and verbal English communication skills and strong judgment in sensitive customer situations.
• Ability to operate both strategically and tactically in a lean, fast-moving environment.
• Prior people management experience is required.
• Ability to work US Eastern Time business hours, with overlap with team members in South Africa and Europe.

Preferred Experience & Skills

• Experience in the health and wellness, supplements, or CPG industry.
• Familiarity with remote or hybrid team management best practices.
• Knowledge of eCommerce platforms such as Shopify.
• Ability to speak a second language.
• Hands-on experience with Gorgias.
• Experience with subscription eCommerce and subscription platforms.
• Experience with AI customer experience tools.
• Agency experience managing brand accounts.

Benefits

• Healthcare: HMO coverage for full-time agents after 90 days of active employment.
• Paid Time Off: Accrued after 90 days of working with TalentPop.
• Holidays: Paid days off during Holy Week, Christmas Eve, Christmas Day, and New Year’s Day.
• Additional floating days for team members not from the Philippines.