Customer Experience Team Manager

About the role

This fully remote position leads a high‑performing Customer Experience team for a fast‑growing, technology‑driven retail company in the United States. You will shape strategy, coach talent, and drive measurable improvements across multiple support channels.

Key responsibilities

• Lead, manage and develop a distributed team of Customer Experience Specialists delivering support via email, chat, phone and social media.
• Drive key performance indicators such as customer satisfaction, response times, retention, quality scores and operational efficiency.
• Coach and mentor team members to enhance capabilities, engagement and career growth.
• Analyze customer insights and performance data to identify improvement opportunities and implement solutions.
• Partner with product, logistics, marketing and other cross‑functional teams to resolve pain points and streamline processes.
• Support hiring, onboarding and training to ensure alignment with company values and service standards.
• Promote a culture of ownership, experimentation and customer‑first decision‑making in a remote environment.

Required profile

• 4+ years of experience in customer experience, support or related leadership roles.
• At least 2 years managing remote or distributed customer service teams.
• Proven ability to balance strategic thinking with hands‑on execution.
• Strong analytical mindset with data‑driven decision‑making.
• Excellent communication and collaboration skills across cross‑functional teams.

Required skills