Senior Manager, Customer Experience

Goody; Toronto; Remote; CAD 115,000 - 120,000; Full time

Job summary

Goody is seeking a Senior Manager for Customer Experience to lead and optimize customer interactions across multiple channels. This role emphasizes data-driven strategies, team leadership, and direct customer support, ensuring a seamless experience for both e-commerce and SaaS clients. The ideal candidate will have extensive experience in CX leadership, exceptional communication skills, and a passion for enhancing customer satisfaction.

Benefits

Flexible PTO

Medical benefits

Vision benefits

Dental benefits

Family leave

Stipends

Gifts

Qualifications

• 5+ years in CX or support leadership, preferably in B2B SaaS or e-commerce.
• 3+ years managing large teams of hourly support agents.

Responsibilities

• Analyze data and trends to enhance customer experience.
• Engage directly via live chat and email for insights.
• Manage and coach CX professionals.

Skills

Leadership

Communication

Customer Insights

Analytics

Empathy

Tools

CRM platforms

CX technologies

AI tools

Job description

As a customer-centric company, delivering an experience that fosters customer trust, sparks joy, and drives connection and community is key to Goody's mission. The Senior Manager, Customer Experience owns the customer experience function across all inbound support channels, including agents and AI implementations, and is energized by working with customers daily. This role ensures that all customer interactions—via email, live chat, and support-based video calls—are seamless and high-quality. You will drive CX strategy, leverage analytics to improve interactions, and optimize support operations. As a player-coach, you will actively support live chat and email channels, gaining firsthand insights into customer needs.

What makes the Customer Experience Team at Goody unique:

Goody's customer experience comprises two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

• Marketplace eCommerce CX: Focuses on assisting customers with gift orders, tracking, delivery issues, returns, refunds, and product inquiries.
• SaaS Support CX: Supports B2B clients using Goody's platform, including troubleshooting, account support, software plan management, and technical assistance.

These workflows require different strategies, tools, and training to ensure a seamless customer experience. The role demands a leader capable of navigating and uniting both areas, creating consistency, maintaining high standards, and implementing scalable solutions.

Roles and Responsibilities:

1. Customer Insights & Analytics: Analyze data, feedback, and trends to develop insights that enhance CX.
2. Reporting & Performance Tracking: Develop dashboards and metrics for tracking CSAT, NPS, etc.
3. Direct Customer Support: Engage directly via live chat and email, gaining insights and improving responses.
4. Process Improvement: Identify inefficiencies and implement automation, AI, and workflow enhancements.
5. Team Leadership: Manage and coach CX professionals, including internal teams and external resources.
6. Training & Systems: Develop training programs to improve team skills and consistency.
7. Content Development: Create macros, help articles, and customer communications to support self-service.
8. Customer Feedback Management: Establish processes to capture and act on feedback for continuous improvement.

Requirements:

• 5+ years in CX or support leadership, preferably in B2B SaaS or e-commerce.
• 3+ years managing large teams of hourly support agents.
• Experience with CX technologies, CRM platforms (e.g., Intercom, Kustomer), and AI tools.
• Ability to develop and execute CX strategies based on insights and metrics.
• Exceptional communication skills and brand voice consistency.
• Experience working with agency teams or BPOs.
• Proven ability to manage seasonal volume surges.
• Strong leadership in fast-paced environments.
• High EQ and empathy skills.
• Experience in early-stage startups is a plus.
• Interest in supporting Goody's mission to spread joy and ease in gifting.
• Availability to overlap 6+ hours with East Coast working hours.

Benefits:

• Fully remote with opportunities for in-person meetups and offsites. Open to candidates in the US or Canada.
• Base salary of $115K-120K.
• Benefits include medical, vision, dental, flexible PTO, family leave, stipends, and gifts.