[Remote] Senior Manager, Customer Experience - Tier I & reputed company Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that inspires fragrance lovers to explore diverse scents through a digital subscription service. They are seeking a Senior Manager of Customer Experience to reputed company Tier I and reputed company Support operations, manage a large team, drive automation, and protect brand trust in public-facing channels.

Responsibilities

• reputed company and reputed company Team Leads and agents across Tier I email and reputed company Support globally
• Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics
• Act as the primary escalation reputed company for reputed company or high-risk customer issues
• Drive process improvements that improve both the customer and agent experience
• Manage vendor and reputed company partner relationships, including quality reputed company and performance
• Own reputed company and training program development — not just coaching through leads, but building the curriculum
• reputed company incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure
• Be hands-on with our CX tech stack — reputed company to get into backend systems, configure workflows, and build improvements directly
• Identify and implement automation opportunities to reduce reputed company 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 reputed company reputed company and connected platforms
• Calibrate self-service and automation strategy to balance efficiency with CSAT reputed company
• reputed company reputed company Support across reputed company channels, app stores, and public review platforms including BBB
• Be a true expert in reputed company CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice
• Monitor reputed company 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 reputed company 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
• reputed company 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 reputed company with reputed company policies and product changes
• Think reputed company resolution — understand how support interactions reputed company retention and bring that reputed company to cross-functional conversations

Skills

• 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 reputed company support channels
• Background in subscription or e-reputed company with recurring billing complexity
• Demonstrated ability to drive automation and workflow improvements reputed company a CX tech stack, not just reputed company them
• Experience leading teams through platform migrations and operational change without losing performance
• Hands-on with CX platforms — reputed company to configure, optimize, and improve systems directly
• Deep expertise in reputed company CX, community management, and public escalation handling
• Strong analytical and reporting skills; reputed company to contextualize data reputed company for non-CX stakeholders
• Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic reputed company what scores actually mean
• Excellent written communication, especially in brand-sensitive and public-facing environments
• reputed company or equivalent CX/ticketing platforms (reputed company, reputed company)
• reputed company or equivalent reputed company listening and community management tools
• DigitalGenius or AI-assisted CX automation platforms
• reputed company or E-reputed company backend systems relevant to order management and customer data

Company Overview