Customer Experience Manager (Fully Remote)

Primal Harvest; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Primal Harvest is a leading holistic wellness brand offering natural supplements for immunity, gut health, sleep, and joint care. Founded in 2018, the DTC company has international hubs in Miami and Cologne and focuses on transparency and customer trust.

We are seeking a CX leader to oversee daily operations across the United States and Europe, drive improvements in support channels, and guide AI-assisted customer care.

Responsibilities

• Lead daily CX operations across U.S. and EU.
• Oversee support channels, escalations, and AI tools.
• Manage internal team and BPO partners.
• Own training, onboarding, and QA standards.
• Track KPIs and deliver customer insights.
• Ensure GDPR/CCPA privacy and compliant communications.

Job description

• Lead daily CX operations across U.S. and EU.
• Oversee support channels, escalations, and AI tools.

Team and Vendor Management:

• Manage internal team and BPO partners.
• Own training, onboarding, and QA standards.

Performance and Compliance:

• Track KPIs and deliver customer insights.
• Ensure GDPR/CCPA privacy and compliant communications.

Primal Harvest is a leading holistic wellness brand offering natural supplements for immunity, gut health, sleep, and joint care. Founded in 2018, the DTC company has international hubs in Miami and Cologne and focuses on transparency and customer trust.