[Hiring] Senior Customer Experience Manager @Uproot Clean

Role Description

We're hiring a Sr Manager of Customer Experience & Fulfillment to own and scale the post-purchase customer experience across support, fulfillment, returns, and automation.

• Lead a team of 13+ across managers, team leads, and frontline support reps.
• Oversee customer experience across email, chat, and phone.
• Work closely with internal warehouse, 3PL, supply chain, and operations teams.
• Own the systems, standards, people, and metrics behind the customer experience.
• Build an AI-first support organization that can scale without adding headcount at the same rate as volume.

Automate the ordinary. Humanize the extraordinary.

Qualifications

• Experience leading customer experience or support teams inside high-growth DTC/ecommerce businesses.
• Operated against clear service-level and customer satisfaction targets.
• Used data to diagnose performance drivers.
• Comfortable getting into details but focused on building systems and leaders.
• Experience in environments where customer support, fulfillment, refunds, shipping issues, and ecommerce operations are connected.

Requirements

• Led a customer support or CX team of 5–10+ people.
• Managed high-volume DTC/ecommerce customer support.
• Shopify experience.
• Experience operating against CSAT, first response time, SLA, and QA targets.
• Built dashboards and reporting independently.
• Hands-on experience implementing AI, automation, or self-service workflows.
• Experience improving support efficiency without relying primarily on additional headcount.
• Comfortable working across support, fulfillment, warehouse, and operations teams.
• Experience holding internal teams or external partners accountable to service standards.

What you'll do

• Lead customer support across email, chat, and phone, supporting approximately 20,000 customer interactions per month.
• Manage and develop managers, team leads, and frontline reps across a remote international team.
• Own performance across first human response time, CSAT, SLA adherence, QA, and other core support metrics.
• Build clear operating rhythms across reporting, coaching, escalations, and performance management.
• Maintain high service standards across a seven-day support operation.
• Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools.
• Identify repetitive contacts that can be automated, eliminated, or shifted to self-service.
• Build, test, and improve AI workflows based on actual customer outcomes.
• Establish clear guardrails for situations requiring human judgment.
• Continuously evaluate new tools and workflows for supporting more volume without proportional headcount growth.
• Oversee the customer-facing performance of our internal warehouse and 3PL.
• Monitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and other customer-impacting issues.
• Hold partners accountable to agreed service levels and escalate recurring operational problems.
• Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.
• Oversee returns, refunds, reships, and service recovery processes.
• Support customer inquiries related to wholesale and drop-ship orders.
• Ensure major customer-impacting operational issues are identified quickly and communicated clearly.
• Build and maintain reporting across customer experience and fulfillment performance.
• Track trends across first response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations.
• Diagnose why performance changes instead of reacting only to the top-line metric.
• Identify operational leaks and turn them into clear action plans.
• Use data to determine where we need better automation, better processes, better coaching, or stronger partner accountability.

Benefits

• Competitive base salary.
• Fully remote.
• Paid time off.
• Flex days: Enjoy an extra quarterly day off to unwind and recharge.
• Health, dental, and vision insurance.
• Ownership & autonomy: trusted to build and execute strategy.
• Professional development: opportunities to learn and grow with the business.

Work Requirements

• Schedule: Monday-Friday, 8:00 AM - 5:00 PM EST.
• Workspace: Fixed, professional setup with reliable internet and a backup plan.
• Output: Consistent reporting, fast problem escalation, strong management rhythms, and measurable improvements across CX and fulfillment performance.

This role is not for you if

• You think customer experience is primarily about managing a ticket queue.
• Your first answer to increased volume is adding more people.
• You are resistant to AI or automation.
• You need someone else to pull or interpret the data for you.
• You avoid difficult performance conversations.
• You are comfortable repeatedly fixing symptoms instead of solving root causes.
• You see fulfillment or warehouse issues as outside your responsibility.
• You need mature systems and perfectly documented processes before you can be effective.