Senior Manager, Customer Experience

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

Job summary

An innovative company is seeking a dynamic Senior Manager of Customer Experience to lead a customer-centric team. This role is crucial in optimizing customer interactions across various channels, ensuring high-quality service and satisfaction. The ideal candidate will leverage analytics to drive strategy, engage directly with customers, and manage a talented team. With a focus on both eCommerce and SaaS support, this position offers a unique opportunity to shape a seamless customer journey. Join a forward-thinking organization that values joy and connection in every customer interaction, and help elevate the gifting experience for all.

Benefits

Comprehensive medical plans

Flexible PTO

Paid family leave

Education stipends

Wellness stipends

Annual company offsite

Regional meetups

Gifts for employees

Qualifications

• 5+ years in customer experience leadership, preferably in SaaS or e-commerce.
• Strong leadership abilities managing high-performing teams in fast-paced environments.

Responsibilities

• Analyze customer data to enhance the customer experience.
• Manage a team of CX professionals, providing guidance and training.
• Engage directly with customers via live chat and email.

Skills

Customer Experience Leadership

Data Analysis

Team Management

CX Technologies

Communication Skills

Process Improvement

Empathy in Customer Service

Education

Bachelor's Degree

Experience in SaaS or eCommerce

Tools

Intercom

Kustomer

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 truly loves and is energized by working with customers on a daily basis!). This role is pivotal in ensuring that all customer interactions—across email, live chat, and support-based video calls—deliver seamless, high-quality experiences. You will drive CX strategy, leverage analytics to improve customer interactions, and optimize customer support operations. As a player-coach, you will also actively support live chat and email channels, ensuring firsthand insights into customer needs.

What's special about the Customer Experience Team at Goody:

Goody's customer experience is unique because it contains two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

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

These two workflows require different support strategies, tools, and training to ensure a seamless experience for all customers. This role requires a leader who can navigate and unite both realms while creating consistency and maintaining high standards (plus bringing scalable solutions!) to the overall experience.

Roles and Responsibilities:

• Customer Insights & Analytics: Analyze customer data, feedback, and trends to develop actionable insights that enhance the customer experience
• Reporting & Performance Tracking: Develop and maintain dashboards and reporting mechanisms to track key CX metrics (CSAT, NPS, etc.)
• Direct Customer Support: Actively engage with live chat and email channels as a hands-on leader, gaining direct insights and improving response quality
• Process Improvement: Identify inefficiencies in the customer journey and implement automation, AI, or workflow improvements and make effective changes
• Team Leadership: Manage a team of CX professionals, providing guidance, coaching and training to both internal employees and consulting resources in line with company core values
• Training & Systems: Develop and implement comprehensive training programs to enhance the skills and effectiveness of CX teams, ensuring consistent and exceptional customer service
• Content Development: Build out macros, help articles, and customer-facing communications to enhance self-service options and improve overall efficiency
• Customer Feedback Management: Establish processes for capturing and acting on customer feedback to continuously improve service quality
  
  
  

Requirements

• 5+ years in a customer experience or customer support leadership role, preferably in a B2B focused, SaaS, or e-commerce marketplace environment
• 3+ years experience leading a large team of hourly customer support agent roles as a direct manager
• Experience with CX technologies, CX CRM platforms (ex:, Intercom, Kustomer) and AI-driven/automation tools
• Ability to develop and execute CX strategies using customer insights and performance metrics
• Exceptional writing and communication skills and ability to maintain a consistent brand voice across support communications and touchpoints
• Demonstrated past experience: working with agency customer support team members or BPOs
• Proven ability to manage and strategize for significant seasonal scale and volume surges
• Strong leadership abilities with experience managing high-performing teams in a fast-paced environment
• High EQ and ability to demonstrate empathy when communicating with customers and managing difficult situations
• Prior experience in an early-stage startup is a big plus
• Strong interest in supporting Goody's mission to help celebrate and lift up others, spread joy and bring ease and fun to the gifting experience!
• Overlap 6+ hours with east coast working hours
  
  
  

Benefits

• Fully remote company with opportunities to meet in person, such as regional meetups and our annual company offsite. This position is open to individuals in the US or Canada
• Base salary range of $115K-120K
• We offer benefits and perks to our employees including but not limited to: comprehensive medical plans, including vision and dental, flexible PTO, paid family leave, education and wellness stipends, and (of course!) lots of gifts

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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