Client Experience Leader: Build & Coach Top Support Team

ShipMonk; Louisville, Northern (KY, KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health, Dental, Vision + 401k with 401

Company Events, Wellness Programs & 0%

Job summary

ShipMonk is seeking a Louisville, KY based Client Experience Manager to lead a high-performing CX team and own essential service metrics.

You’ll coach individual contributors, align on CSAT and FRT goals, and partner with Onboarding, Merchant Success, and Operations to deliver a seamless client journey. This hands-on leadership role emphasizes accountability, process improvements, and scalable playbooks.

Qualifications

• 3–5 years managing customer-facing teams, preferably in logistics, ecommerce, SaaS, or B2B services.
• Track record of owning and improving CSAT, case resolution, and other CX metrics.
• Comfortable with tools like Salesforce, Gorgias, Intercom, Zendesk, or similar.

Responsibilities

• Own daily, weekly, and monthly support metrics for your team and drive continuous improvement.
• Lead daily stand-ups, monthly reviews, and quarterly performance planning.
• Coach and develop a team to thrive in a high-growth environment.

Skills

Team leadership

CX metrics

Coaching

Communication

3PL experience

Tools

Salesforce

Gorgias

Intercom

Zendesk

Job description

ShipMonk is seeking a Louisville, KY based Client Experience Manager to lead a high-performing CX team and own essential service metrics.

You’ll coach individual contributors, align on CSAT and FRT goals, and partner with Onboarding, Merchant Success, and Operations to deliver a seamless client journey. This hands-on leadership role emphasizes accountability, process improvements, and scalable playbooks.