Lead and mentor the customer support team.
Set clear standards for quality, speed, and customer care.
Train the team to solve problems while recognizing opportunities to recommend products.
Build a culture where helping customers and driving sales go hand in hand.
Own key metrics like response time, satisfaction score, and sales conversion.
Track performance and push the team toward clear goals.
Turn data from customer conversations into improvements across the department.
Keep communication consistent across email, calls, chat, and social media.
Protect and strengthen our brand voice in every reply.
Ensure every interaction feels smooth, helpful, and human.
Turn questions, complaints, and patterns into structured insights for marketing.
Share clear reports with marketing and product teams to improve campaigns and messaging.
Help us understand what customers want, what confuses them, and what helps them buy.
Work with external AI companies to automate responses with AI.
Use automation, AI assistants, and smart workflows to reduce manual work.
Identify areas where AI improves response quality, data analysis, or reporting.
Treat support conversations as an opportunity to guide customers toward the right products.
Help the team recommend products when relevant.
Work with marketing to align messaging between support and campaigns.

Proven e-commerce experience.
Has 2+ years leading a customer support or sales team.
Takes a proactive approach to problems and improvement.
Understands how customer support connects with marketing and revenue.
Feels comfortable working with KPIs and performance metrics.
Enjoys organizing information and turning raw feedback into structured insights.
Communicates clearly and protects brand voice.
Has a high interest in AI tools and workflow improvements.

Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check.
A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.
Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you’re well-rested.
A budget for your home office setup so you’re comfortable working how you like and where you like.
Strong company culture and a network of unique individuals that celebrates you.
Full flexibility with your schedule in a fully remote setting for your control of the working day, powered by Hubstaff for transparency and fairness.

Customer Experience Manager, Ecommerce

Key skills