CX Manager

What You'll Do
Team Leadership & Development
• Hire, onboard, and train CX representatives; build schedules and coverage plans that keep response and resolution
times on target.
• Run regular 1:1s, set goals, and manage performance reviews for the CX team, including coaching plans for reps
who are off-track.
• Build a team culture that balances empathy for the customer with speed and accuracy — model the tone and
standards you expect reps to use.
• Own hiring plans and headcount recommendations as ticket volume and the business grow.
Policy & Process Ownership
• Design, document, and maintain;s CX policies — returns, refunds, exchanges, damaged/missing orders,
discount and goodwill guidelines, and escalation paths.
• Set and enforce SLAs for first response and resolution across channels (email, chat, social, phone).
• Own the CX playbook and internal knowledge base so policies are applied consistently across the team, and update
both as products, promotions, or business rules change.
• Partner with Legal/Compliance on policy language where needed, and make sure policies reflect brand
voice, not just operational convenience.
Performance Management of the Function
• Define and own the KPI framework for CX — CSAT, NPS, first response time, resolution time, ticket volume, cost
per contact, and QA/quality scores.
• Build and maintain reporting dashboards; report on CX performance to leadership on a regular cadence.
• Run a QA program that samples and scores tickets against policy and tone standards, feeding results back into
coaching.
• Set team and individual performance targets, and hold the team accountable to them.
• Analyze recurring issues and complaint trends to find root causes, then drive the process, policy, or product fixes that
reduce them going forward.
Systems & Cross-Functional Partnership

• Own CX/helpdesk platform — workflows, macros, automation, tagging, and routing — and evaluate new
tools as the function scales.
• Partner with Operations & Supply Chain on order, fulfillment, and shipping issues driving contact volume.
• Partner with Marketing on brand voice, promotions, and messaging that affect customer expectations.
• Partner with Product/R&D on feedback loops so recurring customer issues inform product and packaging decisions.
• Partner with Finance on refund, chargeback, and goodwill-credit trends.
• Synthesize customer feedback into a regular voice-of-customer summary for leadership, and represent the customer's
perspective in cross-functional planning.
What You Bring
• 4–7+ years in customer experience/support, including 2+ years directly managing a team of reps.
• Track record of owning CX policies and SLAs — not just executing against ones someone else wrote.
• Comfortable with data: able to build and read KPI dashboards, and to use metrics to drive decisions rather than just
report them.
• Hands-on experience with a helpdesk/CX platform (Gorgias, Zendesk, or similar); e-commerce platform familiarity
(Shopify) a plus.
• Excellent written and verbal communication, with an empathetic, calm leadership style under pressure.
• DTC, e-commerce, or beauty/skincare/CPG experience strongly preferred.
• A process-improvement mindset — you look for the pattern behind the ticket, not just the fix for it.
What Success Looks Like
• A documented CX policy playbook is in place and the team is applying it consistently.
• A KPI dashboard (CSAT, NPS, response/resolution time, QA scores) is live and reviewed on a regular cadence with
leadership.
• The team is fully staffed, trained, and consistently meeting SLAs.
• Measurable improvement in CSAT/NPS, and a downward trend in escalations and repeat-contact issues, driven by
root-cause fixes rather than just faster ticket-closing.

Skills

4–7+ years in customer experience/support including 2+ years directly managing a team of reps, with a track record of owning CX policies and SLAs.