Ecommerce Customer Experience Manager

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. Responsibilities -oversee customer support tickets, social comments, and review replies -manage and monitor existing support team members -review reply quality and give feedback -create and improve SOPs, templates, macros, and escalation rules -track KPIs such as response time, resolution time, backlog, -refund reasons, and escalations -handle difficult customer cases when needed -identify recurring customer issues and report them weekly -maintain a consistent, warm, professional, and compliant brand tone -improve the overall customer experience Requirements -strong ecommerce customer support experience -experience leading or reviewing support agents -experience with SOPs, templates, QA, and support metrics -organized, proactive, and reliable -able to work independently without daily hand-holding -comfortable holding team members accountable -experience with Shopify, helpdesk tools, Facebook/Instagram -comments, or review platforms is a plus -supplement, health, wellness, or beauty brand experience is -strongly preferred Role Details -remote role -25–30 hours per week to start2 -potential to become full-time l-ong-term role with our brand Compensation -$10–$12/hour depending on experience -paid monthly -opportunity to increase for strong performance APPLICATION PROCESS (LOOM REQUIRED): To apply, you MUST submit a short Loom video (3–5 minutes) answering the questions below. Applications without Loom will NOT be considered. Loom Questions: 1) Briefly introduce yourself and your background in e-commerce customer support 2) Explain what you would review first if you joined us as our CX Manager 3) share whether you have ever helped create or improve customer support SOPs, templates, or processes, and how you approached that 4) If we hire you, what would you change or improve in your first 30 days ? Please be specific. 5) What KPIs would you track weekly to make sure the CX function are performing well