Customer Experience Manager

Tracksmith; Boston (MA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

A leading running brand in Boston is seeking a Customer Experience Manager to enhance their customer service efforts. The role involves leading a customer service team, overseeing operations, and fostering cross-functional collaboration. The ideal candidate has 5–7 years in customer service with management experience, strong communication skills, and a passion for delivering exceptional customer experiences. The expected annual salary ranges from $60,000 to $90,000.

Qualifications

• 5–7+ years of customer service experience, including 2 years in a management role.
• Experience in retail, e-commerce, or consumer goods preferred.
• Strong analytical skills to track and manage KPIs.

Responsibilities

• Lead the customer service team ensuring service quality.
• Oversee DTC customer service operations including email and chat.
• Monitor trends in customer inquiries and product issues.

Skills

Customer service experience

Problem-solving skills

Communication skills

Cross-functional relationships

Analytical skills

Tools

Gorgias

Shopify

Loop returns

Netsuite

Job description

Join us as a Customer Experience Manager at Tracksmith. Based in Boston, this hybrid role requires 2‑3 days in the office.

Tracksmith, an independent running brand, champions the sport through apparel, community, and competitive spirit. As we expand retail, wholesale, and product, we need a leader who delivers runner‑centric service across all touchpoints.

Key Responsibilities

• Lead and develop the customer service team, ensuring consistent service quality and adherence to Tracksmith’s brand values.
• Oversee day‑to‑day DTC customer service operations, including email, chat, and phone support.
• Support wholesale customer service needs, coordinating with internal and external partners to ensure timely communication and resolution.
• Establish and maintain service standards, workflows, and performance metrics that scale with our growth.
• Monitor trends in customer inquiries and product‑related issues, consolidating actionable insights for the product team.
• Serve as the communication bridge between customer service and sales channel leads, providing regular reporting and feedback loops.
• Partner with Operations and Fulfillment to improve post‑purchase experience, including shipping, returns, and exchanges.
• Collaborate cross‑functionally with Marketing, E‑Commerce, Retail, and Product teams to ensure alignment on launches, policies, and customer‑impacting initiatives.
• Manage customer service tools and platforms, evaluating opportunities to improve efficiency or experience.

Qualifications

• 5–7+ years of customer service experience, with at least 2 years in a supervisory or management role.
• Experience within retail, e‑commerce, or consumer goods preferred; understanding of DTC and wholesale operations a strong plus.
• Strong problem‑solving skills and the ability to make clear decisions in fast‑moving environments.
• Outstanding communication skills and a talent for building cross‑functional relationships.
• A passion for delivering exceptional customer experiences and representing the voice of the customer internally.
• Comfortable working with Gorgias, Shopify, Loop returns and Netsuite is a plus.
• Strong analytical skills to track and manage the right KPIs and present to leadership.
• Enthusiasm for running and Tracksmith’s mission is a bonus.

Salary

The annual salary for this role is expected to be between $60,000 and $90,000 depending on a combination of factors, including the candidate's experience, education, and industry knowledge.

Apply

If you are interested in applying for this position, please submit your resume to [e-mail]. All communication with the hiring team at Tracksmith will come directly from a @tracksmith.com email address. For site‑direct applications, visit tracksmith.com/pages/team.