Customer Experience Lead, Ecommerce & Automation

Porte + Hall; New York (NY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k)

Job summary

Porte + Hall is seeking a Customer Experience Manager to lead a small CX team, own the tech stack (Gorgias, Siena AI, Loop Returns) and ensure fast, personal service. You’ll coach a CX Associate, manage escalations and turning feedback into action, with direct touchpoints across Operations, 3PL, Product and Ecommerce.

You’ll build a data-driven CX program, track CSAT and automation performance, and drive improvements to shipping and fulfillment policies.

Qualifications

• 3+ years in customer service or CX, ideally ecommerce or DTC.
• Experience coaching or managing a team.
• Hands-on Gorgias (or similar) and Shopify experience, plus familiarity with AI support tools, ideally Siena.
• Sharp analytical skills: you can turn ticket data into decisions.
• Warm, clear writing and sound judgment in sensitive situations.
• Organized, independent and happy to roll up your sleeves in a fast‑moving business.

Responsibilities

• Run the day-to-day across email, chat, phone and social; personally handle escalations.
• Coach your Associate; set clear standards and provide feedback to build a team that owns its work.
• Own Gorgias, Siena AI and Loop Returns; sharpen macros, workflows and help content; expand automation where it helps customers.
• Track CSAT, response and resolution times, and automation performance; send a short weekly CX report with trends.
• Be the voice of the customer by working with Operations, 3PL, Product, Production and Ecommerce to resolve shipping and fulfillment issues and shape customer policies.

Skills

Customer service

Team management

Gorgias

Shopify

Siena AI

Data analysis

Copywriting

Organization

Tools

Gorgias

Shopify

Siena

Loop Returns

Job description

Porte + Hall is seeking a Customer Experience Manager to lead a small CX team, own the tech stack (Gorgias, Siena AI, Loop Returns) and ensure fast, personal service. You’ll coach a CX Associate, manage escalations and turning feedback into action, with direct touchpoints across Operations, 3PL, Product and Ecommerce.

You’ll build a data-driven CX program, track CSAT and automation performance, and drive improvements to shipping and fulfillment policies.