Customer Experience Manager

minnow; Charleston (WV); On-site; USD 65,000 - 85,000; Full time

Job summary

minnow in Charleston, SC, is seeking a Customer Experience Manager to own the customer journey across email, chat, SMS, and social channels. You will lead a part-time support team, design clear response standards, and ensure every customer touchpoint reflects the minnow brand.

You will also manage the physical unboxing experience and returns in Loop, collaborating with ecommerce, operations, and store teams to deliver a polished customer experience that feels cohesive across channels.

Qualifications

• 4+ years in customer experience at a direct-to-consumer brand.
• At least 1 year leading or managing others.
• Based in Charleston or willing to relocate; in-person role.
• Ability to write in brand voice and craft customer-facing copy.

Responsibilities

• Own inbound queue across email, chat, SMS and social; handle majority personally.
• Schedule and coach part-time support; plan staffing ahead of peak season.
• Create macros, response standards and quality bar for consistent brand tone.
• Run returns and exchanges in Loop; manage exceptions and policy gaps.
• Own unboxing experience: packaging, tissue, insert cards and every touchpoint.
• Provide real-time reporting on drivers of contacts and returns; suggest site/product fixes.
• Partner with Charleston store team to align online and in-store brand experience.
• Set and report on response time, resolution and satisfaction standards monthly.

Skills

Customer experience management

Team leadership

Process improvement

Brand communication

Tools

Shopify

Gorgias

Loop

Job description

minnow

customer experience manager

reports to: chief operating officer

location: Charleston, SC (hybrid - 3 days/week in office)

about minnow

minnow is a family lifestyle brand that embraces clean lines, simple details and crisp seaside breezes. timeless, yet fresh, playful and polished, minnow lives for long days, sandy toes and the wonderment of childhood on the shore.

minnow is a reflection of the life and style of its founder, Morgan Smith, a mother and entrepreneur with a background in premium product marketing. after working in New York and Los Angeles, she returned to her hometown of Laguna Beach, California where minnow was born. she now lives on the other coast in Charleston, South Carolina with her husband and three children.

with the beach and her family inspiring her daily life, Morgan envisioned a children's swimwear collection with an elevated approach: sun-kissed color palettes, purposeful details, custom prints and high quality, hand-finished production.

the role

this is the person who owns how it feels to be a minnow customer. you will be in the queue every day, answering the majority of email, chat, SMS and social messages yourself, in the brand’s voice. you will manage the part time support team behind you and build the systems that let them carry more.

you will also own the physical part of the minnow experience: the box, the tissue, the insert card, the return that should have been easy. you report to the COO and work closely with the ecommerce, operations and store teams.

What you'll do

• Own minnow's inbound queue across email, chat, SMS and social, and personally handle the majority of it
• Manage, schedule and coach the part-time support team, and build the staffing plan ahead of peak season instead of during it
• Write the macros, response standards and quality bar the team works from, so a reply reads like minnow no matter who sent it
• Run the customer side of returns and exchanges in Loop, including exceptions, escalations and the judgment calls policy does not cover
• Own the unboxing experience end to end: packaging, tissue, insert cards and everything a customer touches before they touch the product
• Bring the voice of the customer back to the business with real reporting on what drives contacts, what drives returns, and which product or site fixes would remove both
• Partner with the Charleston store team so online and in store feel like the same brand
• Set and report on response time, resolution and satisfaction standards every month

What we're looking for

• 4+ years in customer experience or customer service at a direct-to-consumer brand, including at least a year leading or managing others (required)
• Based in Charleston or willing to relocate. This role is in person (required)
• Fluency with Shopify and a modern helpdesk, Gorgias preferred, plus returns tooling such as Loop
• Writing strong enough to count as brand copy. Every reply is a customer touchpoint
• A track record of building process where none existed, not just working inside someone else's
• Comfort with the physical side of the job: packaging specs, vendor quotes, samples and unit costs
• Premium apparel, children's, or another category where people care what the box looks like (preferred)

who you are

• You would rather remove the reason for the ticket than get faster at answering it
• You notice when the tissue is folded wrong
• You can tell a customer no and have them still like the brand afterward
• You keep your own numbers and do not wait to be asked for them

about the team

minnow is a small team in Charleston, South Carolina, selling direct to consumer, through specialty retailers around the country, and out of our King Street store. the team is deliberately lean, so this seat carries real ownership from the first week.