What are the responsibilities and job description for the Customer Experience Manager position at Fair Harbor?
Launch Salesforce Service Cloud, Build AI-Driven Workflows, and Lead CX at a Sustainable Apparel Brand
🌊 Customer Experience Manager
📍 New York, NY (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)
🚀 Quick Take
Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!
🌎 About Us
At Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.
🎯 What You’ll Do
Apply today!
🌊 Customer Experience Manager
📍 New York, NY (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)
🚀 Quick Take
Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!
🌎 About Us
At Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.
🎯 What You’ll Do
- Lead Operations: Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.
- Own Salesforce Rollout: Drive setup, customization, integration, and training for Service Cloud.
- Supercharge Workflows: Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.
- Run Special Projects: Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.
- Coach the Team: Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.
- 🚀 100% Salesforce adoption within 90 days
- 🤖 65% Tier 1 tickets resolved by AI workflows
- ⭐ CSAT maintained at 4.7/5
- 💎 20% increase in VIP repeat purchase rate
- 5 years in customer service (2 in management)
- Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)
- Strong knowledge of service workflows (ticket routing, macros, automation, returns)
- Hands-on AI/chatbot experience
- Familiarity with B2B/custom orders (embroidery, monogramming, gifting)
- Excellent project management, analytical, and communication skills
- Join a mission-driven brand making a real impact 🌍
- Lead tech-driven CX transformation ✨
- Collaborative, growth-focused environment 📈
- Hybrid flexibility & competitive compensation 💼 ($75,000-$80,000 annually)
Apply today!
Salary : $75,000 - $80,000