Senior Manager, Customer Experience

Scentbird is a company that inspires fragrance lovers to explore a wide range of scents through a digital subscription service. They are seeking a Senior Manager of Customer Experience to lead a globally distributed team, manage customer support operations, drive automation, and uphold brand trust across public channels.

Responsibilities:

• Lead and develop Team Leads and agents across Tier I email and Social Support globally
• Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics
• Act as the primary escalation point for complex or high-risk customer issues
• Drive process improvements that improve both the customer and agent experience
• Manage vendor and recruiting partner relationships, including quality oversight and performance
• Own onboarding and training program development — not just coaching through leads, but building the curriculum
• Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure
• Be hands-on with our CX tech stack — able to get into backend systems, configure workflows, and build improvements directly
• Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues
• Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation
• Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms
• Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes
• Oversee Social Support across social channels, app stores, and public review platforms including BBB
• Be a true expert in social CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice
• Monitor social sentiment proactively and surface emerging issues before they escalate
• Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint
• Set and enforce response quality and brand standards across all public channels
• Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation
• Deliver weekly and monthly KPI reporting with clear context and actionable recommendations
• Lead change management across platform migrations and operational shifts — keeping team performance steady through transitions
• Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally
• Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal
• Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes
• Think beyond resolution — understand how support interactions affect retention and bring that lens to cross-functional conversations

Requirements:

• 5–8+ years in Senior/Supervisory CX role, with 2–3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment
• Experience across both high-volume transactional CX (email, chat) and public or social support channels
• Background in subscription or e-commerce with recurring billing complexity
• Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them
• Experience leading teams through platform migrations and operational change without losing performance
• Hands-on with CX platforms — able to configure, optimize, and improve systems directly
• Deep expertise in social CX, community management, and public escalation handling
• Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders
• Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic affect what scores actually mean
• Excellent written communication, especially in brand-sensitive and public-facing environments
• Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly)
• Sprout Social or equivalent social listening and community management tools
• DigitalGenius or AI-assisted CX automation platforms
• Shopify or E-Commerce backend systems relevant to order management and customer data