Customer Experience Manager – US

Channelwill; California (MO); On-site; Full time

Benefits offered by this job

Competitive compensation and performance-based bonuses

Opportunity to design and scale processes

Work in a global SaaS team

Job summary

A leading eCommerce solutions provider is seeking a Customer Experience Manager to lead global customer service operations. You will ensure high-quality support for merchants across various regions, develop training programs for support teams, and implement QA systems. The ideal candidate has a background in customer service management, QA frameworks, and training in a SaaS environment.

Qualifications

• Bachelor’s degree or higher in Business, Communications, or related field.
• 2+ years of experience managing customer service or CX operations in SaaS or eCommerce.
• Strong background in QA frameworks and customer service training programs.

Responsibilities

• Oversee day-to-day operations of global customer service teams.
• Build and maintain a global QA framework.
• Develop onboarding and continuous training programs for support staff.

Skills

Customer service management

Quality assurance

Training and enablement

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Business or related field

Tools

Zendesk

Intercom

Gorgias

Job description

Job Title: Customer Experience (CX) Manager

Employment Type: Full-time

About Us

Channelwill empowers 300,000+ Shopify merchants worldwide with a suite of post-purchase and retention solutions—covering order tracking, returns & exchanges, shipping protection, reviews, and loyalty. Our mission is to redefine the customer journey, helping merchants sell more, retain longer, and scale smarter.

Role Overview

We are looking for a Customer Experience (CX) Manager to lead our global customer service operations. This role is critical to ensuring that our merchants consistently receive fast, high-quality, and human support across multiple regions and languages.

You will oversee QA and training for support teams, design scalable service processes, and work cross-functionally with Product, Success, and Operations to align customer service with broader business goals.

Key Responsibilities

• Oversee day-to-day operations of global customer service teams (covering different time zones and languages).
• Establish and maintain KPIs (response time, resolution time, CSAT, first-contact resolution, etc.).
• Ensure a 24/7 high-quality service experience for all merchants.

Quality Assurance (QA)

• Build and maintain a global QA framework to monitor and evaluate service quality.
• Regularly audit tickets, chats, and calls for quality and consistency.
• Provide actionable feedback to agents and managers.

Training & Enablement

• Develop onboarding and continuous training programs for new and existing support staff.
• Collaborate with Product and CSM teams to update training materials when new features are released.
• Create a knowledge base and internal resources to improve agent efficiency.

Process & Tooling

• Standardize global service processes to ensure consistency and scalability.
• Implement and optimize customer service platforms (e.g., Zendesk, Intercom, Gorgias).
• Identify and roll out automation opportunities without sacrificing the human touch.

Cross-functional Collaboration

• Work closely with Customer Success, Marketing, and Product to close the loop on customer feedback.
• Serve as the “Voice of the Customer” in company-wide discussions.

Requirements

• Bachelor’s degree or higher in Business, Communications, or related field.
• 2+ years of experience managing customer service or CX operations in SaaS or eCommerce.
• Proven track record of running global or multi-regional support teams.
• Strong background in QA frameworks and customer service training programs.
• Familiarity with customer service tools (Zendesk, Intercom, Gorgias, or similar).
• Excellent analytical and reporting skills (CSAT, NPS, resolution metrics).
• Strong leadership, communication, and stakeholder management skills.
• Self-starter, able to build frameworks from scratch in a fast-scaling SaaS environment.

What We Offer

• Competitive compensation and performance-based bonuses.
• Ownership of the entire global customer service function.
• Opportunity to design and scale processes from the ground up.
• Work in a global SaaS team shaping the future of post-purchase experiences.

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Channelwill, the outstanding eCommerce post-purchase and marketing solution platform, especially as a Shopify expert, empowers over 300,000 Shopify and Shopify Plus merchants to grow their brands, like DJI, Unilever, Joseph Joseph, and KACHAVA to achieve substantial growth in online businesses.