DTC Customer Experience Manager needed Urgently (AI application will be rejected)

We are a growing DTC supplements ecommerce brand, selling in the US market. We are looking for an experienced Ecommerce Customer Experience Manager to own and improve our customer support system. This is not a ticket-reply role. We already have team members handling tickets, comments, and reviews. We need someone who can lead the support function, monitor quality, improve SOPs, create templates, track KPIs, handle escalations, and help us turn customer issues into business improvements. You should be someone who thinks like an operator, not just a support agent. CX Lead Responsibilities Lead a structured weekly CX meeting with the Operations Lead or relevant departmental head to review KPIs, backlog, difficult cases, recurring complaints, agent performance, chargebacks, refunds, cancellations, fulfilment issues and corrective actions. Prepare the CX Scorecard and key issues before the meeting and leave each meeting with clear decisions, owners and deadlines. Make outbound customer phone calls when written support is not sufficient to de-escalate a serious complaint, refund request, cancellation, chargeback threat or other high-risk customer issue. Use phone support selectively for cases where direct conversation could restore trust, clarify the issue or prevent unnecessary escalation. Handle health-related or sensitive customer complaints professionally, using only approved language. The CX Lead must not diagnose, provide medical advice or make unsupported product claims. Escalate reported adverse reactions, medical concerns, safety complaints or potential compliance issues immediately through the approved internal process. Document every material customer phone call, including the customer concern, information provided, promises made, agreed next action, owner and follow-up deadline. De-escalate chargeback threats before they become formal disputes where a fair, policy-compliant resolution is available. Manage formal chargeback cases jointly with Operations by gathering customer communication, order, tracking, delivery, policy, refund and fulfilment evidence. Prepare or coordinate dispute submissions, monitor submission deadlines and maintain the chargeback results log. Track chargebacks as prevented, refunded, disputed, won, lost or pending, and report the reasons and value involved. Identify the root causes of recurring chargebacks and recommend preventive changes to CX scripts, subscription disclosure, fulfilment, tracking communication, refund handling or website information. Work with the Operations Lead on chargeback reporting, evidence standards, process controls and corrective actions, while the CX Lead owns the daily case handling and customer communication. Role Details remote role 25–30 hours per week to start2 potential to become full-time long-term role with our brand Compensation $1,200–$1,500/month depending on experience paid monthly opportunity to increase for strong performance