Customer Experience Manager

Lt Talent; Port Saint Lucie (FL); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee discounts across brands

Job summary

Lt Talent is hiring a Customer Experience Manager for its Treasure Coast, Florida-based D2C beauty and wellness brands. You will lead a hands-on CX team, owning the strategy and ensuring every customer interaction strengthens the brand.

You’ll drive omnichannel support, social responses, and CX initiatives that convert service into revenue, reduce churn, and boost lifetime value. This on-site role rewards performance with a base salary, benefits, and a direct line to leadership.

Qualifications

• 7+ years in customer experience or service with 3+ years leading a team.
• Hands-on social customer service across comments, DMs and public reviews.
• Track record of using support as a sales lever with measurable results.
• Experience running CX across multiple brands or business units.

Responsibilities

• Oversee omnichannel support across phone, email, chat, and helpdesk for all brand storefronts.
• Lead social customer service, ensuring public touchpoints reflect the brand well.
• Turn support into revenue by upselling, retention, and conversion.
• Manage full customer journey from click to unboxing to repeat purchase and reduce friction.
• Set CSAT, NPS, and response-time targets with P&L discipline.
• Drive initiatives to grow lifetime value and reduce churn.
• Collaborate with ecommerce, marketing, and operations on escalations and insights.

Skills

7+ years CX experience

3+ years leading a team

Hands-on social customer service

Sales-driven CX

Omnichannel support experience

Tools

Gorgias

Zendesk

Freshdesk

Salesforce

Job description

Role: Customer Experience Manager | D2C Beauty & Wellness

Location: Treasure Coast, Florida

Type: Full time, on site

A fast-growing, multi-brand D2C beauty and wellness business is looking for a CX leader who sees customer experience as a growth engine, not a cost centre.

This isn’t a maintenance role, and it isn’t corporate. Everyone works in the trenches, leadership included. You’ll set the strategy, and when volume spikes, you’ll be in the queue alongside your team.

What you’ll own

• Omnichannel support across phone, email, chat and helpdesk, on every storefront the brands sell through
• Social customer service, working with the social team on comments, DMs and reviews so every public touchpoint reflects well on the brand
• Turning support into revenue: upselling, retaining and converting, not just closing tickets
• The full customer journey, from click to unboxing to repeat purchase, fixing the friction you find along the way
• CSAT, NPS and response-time targets, reported with the rigour of a P&L
• Initiatives that drive repeat purchase, reduce churn and grow lifetime value
• Working with ecommerce, marketing and operations on escalations and customer insight

What you’ll bring

• 7+ years in customer experience or service, including 3+ years leading a team, ideally at a fast-moving consumer brand
• Essential: hands‑on social customer service experience, covering comments, DMs and public reviews, not just the ticket queue
• A track record of using support as a sales lever, with the numbers to prove it
• Experience running CX across more than one brand or business unit at once
• Fluency with helpdesk platforms such as Gorgias, Zendesk, Freshdesk or Salesforce
• The confidence to rebuild a process that isn’t working, even if someone else built it
• A direct, low-drama style. You document everything and don’t let issues sit
• A hands‑on, team‑building management style

Strong plus:

Klavi​yo or Postscript, AI‑assisted support or chatbot tools, and CCXP, Six Sigma or another formal CX certification.

The offer:

A competitive base salary plus a performance bonus tied to CX‑driven revenue, health, dental and vision cover, employee discounts across the brands, and a direct line to leadership. This role shapes strategy as well as delivering it.

This is a full‑time, on‑site role based on Florida’s Treasure Coast. Applicants should live within a comfortable commute or be ready to relocate.

LT Talent is an award‑winning recruitment agency. We are committed to creating an inclusive and diverse workforce and encourage applications from candidates of all backgrounds, ethnicities, genders, ages, sexual orientations, religions, and abilities.