Customer Experience Manager

We're looking for an experienced CX Manager to lead and own the performance of a multi-client customer experience function. This is a hands-on leadership role that sits at the intersection of operations, people management, and client delivery — ideal for someone who thrives in a fast-paced environment and is equally comfortable coaching a team and digging into data. What You'll Do: Operations & Performance - Own the health and performance of CX operations across assigned clients - Ensure queue coverage, SLA adherence, and timely issue resolution at all times - Coordinate work distribution and priorities across internal agents and external partners - Manage CX admin work across clients and train team members to execute as workload scales - Deliver weekly agent performance reporting to leadership People & Team Development - Lead and develop CX agents through regular coaching, structured feedback, and performance guidance - Support onboarding, training, and ongoing development for new and existing team members - Build a high-trust, accountable team culture aligned to client and company standards Client & Cross-Functional Partnership - Escalate risks, blockers, and emerging trends; partner with Client Success to drive resolution - Serve as a key operational point of contact for client CX needs across your portfolio - Contribute insights and recommendations that inform CX strategy and improvements Process & Documentation - Oversee CX documentation, workflows, and evolving best practices across clients - Contribute to reporting frameworks and playbook development as the operating model matures - Identify process gaps and drive improvements in tooling, coverage, and team efficiency What You Bring: - Proven experience leading CX or support teams in a fast-paced, multi-client environment - Strong grasp of SLA management, queue operations, and performance metrics - Natural coaching ability — you know how to give feedback that lands and drives growth - Comfortable with ambiguity; able to build structure without waiting for everything to be defined - Collaborative communicator who works effectively across Client Success, Ops, and leadership - Detail-oriented with a bias toward documentation and repeatable process Nice to Have: - Familiarity with Gorgias or a similar helpdesk platform - Experience with Shopify as an ecommerce platform - Exposure to StayAI for subscription management - Knowledge of Redo for post-purchase and returns experience