What are the responsibilities and job description for the Customer Experience Manager position at 1Commerce?
About the Role
We are looking for an experienced, hands-on Customer Experience Manager to lead and scale our customer experience function. This is a highly visible, client-facing role: you will be the primary point of contact for our clients on all things service, while simultaneously leading, coaching, and developing a team of 20–30 customer service representatives. You will own the day-to-day operation of the team as well as the processes, tooling, and metrics that keep it running smoothly.
This role sits at the intersection of people leadership, operations, and client management. You will thrive here if you are a self-starter who is energized by a fast-moving startup environment, comfortable building structure where little exists, and equally happy talking strategy with a client executive or jumping in to resolve a difficult escalation.
What You'll Do
Lead the team. Manage, coach, and develop a team of 20–30 customer service representatives and team leads, setting clear goals, providing regular feedback, and building a high-performing, engaged culture.
Own the client relationship. Serve as the senior client-facing owner for customer service, running regular business reviews, communicating performance against SLAs, and acting as the escalation point for client concerns.
Run the operation. Own the day-to-day performance of the team across all channels (phone, email, chat, and ticketing), managing staffing, scheduling, and workload to consistently meet service levels.
Build processes and playbooks. Design, document, and continuously improve the workflows, SOPs, and escalation paths that scale the team as volume grows.
Manage the tooling. Select, implement, and optimize the customer service tech stack (help desk / CRM platforms such as Zendesk, Gorgias, Salesforce, or similar), including automations, macros, routing, and reporting.
Drive metrics and reporting. Define, track, and report on the KPIs that matter — CSAT, first response and resolution time, quality, and productivity — and use the data to identify and act on improvement opportunities.
Partner cross-functionally. Work closely with operations, product, and sales to surface customer insights, close feedback loops, and improve the end-to-end customer experience.
Hire and scale. Recruit, onboard, and train new team members as the business grows, building the bench and structure to support rapid scaling.
What You'll Bring
5–10 years of experience managing a customer service team, including direct responsibility for hiring, coaching, and performance management.
Proven experience leading a team of 20–30 people, with a track record of hitting service and quality targets at that scale.
Strong client-facing skills, with the polish and confidence to own executive-level client relationships and represent the company externally.
Deep command of customer service processes and tooling, including help desk / CRM platforms, workflow design, and the metrics used to run a modern support organization.
A self-starter mindset. You take ownership, operate with minimal direction, and are comfortable building structure and systems from the ground up.
Startup experience or aptitude. You succeed in a fast-paced, ambiguous, high-growth environment and are energized by change rather than slowed by it.
Excellent communication and problem-solving skills, with a calm, solutions-oriented approach to escalations and difficult conversations.
A data-driven approach to managing performance, making decisions, and continuously improving the customer experience.
Nice to Have
Experience in e-commerce, fulfillment, logistics, or a related high-volume operations environment.
Experience standing up or migrating a customer service tech stack.
Experience managing remote and/or distributed teams.
We are looking for an experienced, hands-on Customer Experience Manager to lead and scale our customer experience function. This is a highly visible, client-facing role: you will be the primary point of contact for our clients on all things service, while simultaneously leading, coaching, and developing a team of 20–30 customer service representatives. You will own the day-to-day operation of the team as well as the processes, tooling, and metrics that keep it running smoothly.
This role sits at the intersection of people leadership, operations, and client management. You will thrive here if you are a self-starter who is energized by a fast-moving startup environment, comfortable building structure where little exists, and equally happy talking strategy with a client executive or jumping in to resolve a difficult escalation.
What You'll Do
Lead the team. Manage, coach, and develop a team of 20–30 customer service representatives and team leads, setting clear goals, providing regular feedback, and building a high-performing, engaged culture.
Own the client relationship. Serve as the senior client-facing owner for customer service, running regular business reviews, communicating performance against SLAs, and acting as the escalation point for client concerns.
Run the operation. Own the day-to-day performance of the team across all channels (phone, email, chat, and ticketing), managing staffing, scheduling, and workload to consistently meet service levels.
Build processes and playbooks. Design, document, and continuously improve the workflows, SOPs, and escalation paths that scale the team as volume grows.
Manage the tooling. Select, implement, and optimize the customer service tech stack (help desk / CRM platforms such as Zendesk, Gorgias, Salesforce, or similar), including automations, macros, routing, and reporting.
Drive metrics and reporting. Define, track, and report on the KPIs that matter — CSAT, first response and resolution time, quality, and productivity — and use the data to identify and act on improvement opportunities.
Partner cross-functionally. Work closely with operations, product, and sales to surface customer insights, close feedback loops, and improve the end-to-end customer experience.
Hire and scale. Recruit, onboard, and train new team members as the business grows, building the bench and structure to support rapid scaling.
What You'll Bring
5–10 years of experience managing a customer service team, including direct responsibility for hiring, coaching, and performance management.
Proven experience leading a team of 20–30 people, with a track record of hitting service and quality targets at that scale.
Strong client-facing skills, with the polish and confidence to own executive-level client relationships and represent the company externally.
Deep command of customer service processes and tooling, including help desk / CRM platforms, workflow design, and the metrics used to run a modern support organization.
A self-starter mindset. You take ownership, operate with minimal direction, and are comfortable building structure and systems from the ground up.
Startup experience or aptitude. You succeed in a fast-paced, ambiguous, high-growth environment and are energized by change rather than slowed by it.
Excellent communication and problem-solving skills, with a calm, solutions-oriented approach to escalations and difficult conversations.
A data-driven approach to managing performance, making decisions, and continuously improving the customer experience.
Nice to Have
Experience in e-commerce, fulfillment, logistics, or a related high-volume operations environment.
Experience standing up or migrating a customer service tech stack.
Experience managing remote and/or distributed teams.