Client Experience Lead & CX Performance Coach

ShipMonk; Pittston (Luzerne County); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary plus bonus

Health, dental, vision, and 401k with match

Company events and wellness programs

Job summary

ShipMonk in Pittston, PA is hiring a Client Experience Manager (CXM) to lead a high-performing support team focused on delivering exceptional service. Responsibilities include managing support metrics, training team members, and collaborating with various departments to enhance client satisfaction.

The ideal candidate has 3–5 years of experience in customer-facing roles, strong communication skills, and familiarity with tools like Salesforce and Zendesk. Enjoy competitive salary and benefits including health and 401k match.

Qualifications

• 3–5 years managing customer-facing teams, preferably in logistics, eCommerce, SaaS, or B2B.
• Proven track record of owning and improving CSAT and case resolution.
• Experience coaching and scaling individual contributors.

Responsibilities

• Own daily, weekly, and monthly support metrics for the team.
• Partner with Onboarding, Merchant Success, and Operations for seamless client journey.
• Identify support trends and opportunities for automation.

Skills

Managing customer-facing teams

Improving CSAT

Strong communication skills

Tools

Salesforce

Zendesk

Job description

ShipMonk in Pittston, PA is hiring a Client Experience Manager (CXM) to lead a high-performing support team focused on delivering exceptional service. Responsibilities include managing support metrics, training team members, and collaborating with various departments to enhance client satisfaction.

The ideal candidate has 3–5 years of experience in customer-facing roles, strong communication skills, and familiarity with tools like Salesforce and Zendesk. Enjoy competitive salary and benefits including health and 401k match.