Customer Experience Manager

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

Great design should meet you at the door. So should great service.

Porte + Hall makes premium doormats and rugs that look beautiful and hold up to real life. We’re growing fast, and our customers expect the experience to match the product. As our Customer Experience Manager, you make sure it does.

This is a working-manager role on a two-person team. You’ll coach one CX Associate, take the tough tickets yourself, and run the tech (Gorgias and Siena AI) that keeps us fast without losing the personal touch. You’ll have real ownership and a direct line to the people shaping our products.

What you’ll do

• Run the day-to-day. Lead support across email, chat, phone and social. Personally handle escalations. Keep response times, quality and holiday and peak coverage on track.
• Coach your Associate. Set clear standards, review tickets, give feedback and build a team that owns its work.
• Own Gorgias, Siena AI and Loop Returns. Sharpen macros, workflows and help content. Raise automation where it helps customers and rein it in where it doesn’t. Keep improving the returns experience.
• Turn feedback into action. Track CSAT, response and resolution times, and automation performance. Send a short weekly CX report with trends and recommendations. Mine reviews, return reasons and complaints, then fix root causes.
• Be the voice of the customer. Work with Operations, our 3PL, Product, Production and Ecommerce to resolve shipping and fulfillment issues, flag quality concerns, keep site info accurate and shape our customer policies.

What you bring

• 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

What success looks like

Customers who feel taken care of, strong CSAT and fast resolutions. A confident, accountable CX team. More automation without a drop in satisfaction. Fewer repeat issues. And insights the whole company uses to make better products.

You might be our person if

You love helping customers and love making things work better. In one day you might handle a tough customer conversation, coach a teammate, dig into a dashboard and sort out a fulfillment issue with our warehouse partner. You take ownership, catch problems early and know that great CX is about earning trust, not just closing tickets.

What we offer

• Salary: $70,00-85,000, based on experience
• 401(k)
• A seat at the table in a profitable, fast-growing brand, with real ownership from day one