Customer Experience & Performance Manager

Fresh Prints; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Fresh Prints is a custom apparel company with a distributed, customer-focused culture. We are seeking a leader to head and grow our customer support organization, ensuring coverage, high service levels, and a data-driven approach to satisfaction and efficiency.

The role emphasizes coaching, regular performance reviews, and collaboration with Product, Engineering, and Sales to translate customer feedback into actionable improvements. A strong focus on processes and training is essential.

Qualifications

• Experience leading customer support teams in a fast-paced environment.
• Proven ability to coach and develop staff and conduct regular 1:1s.
• Strong collaboration with product, engineering and sales teams.

Responsibilities

• Lead and develop a high-performing customer support team.
• Oversee day-to-day operations, ensuring coverage and service levels.
• Drive performance improvements and customer satisfaction.
• Coach and develop team members, fostering a positive culture.
• Conduct regular 1:1s, performance reviews, and training sessions.
• Support hiring and onboarding of new team members.
• Monitor and improve service KPIs, including CSAT and resolution times.
• Identify and implement process improvements.
• Build knowledge bases and streamline workflows.
• Partner with Product, Engineering, and Sales to resolve issues.
• Communicate customer feedback and trends to stakeholders.

Skills

Team leadership

Customer support

Process improvement

Coaching

Cross-functional collaboration

Data-driven decision making

Job description

Fresh Prints is a custom apparel company with a distributed, customer-focused culture. We are seeking a leader to head and grow our customer support organization, ensuring coverage, high service levels, and a data-driven approach to satisfaction and efficiency.

The role emphasizes coaching, regular performance reviews, and collaboration with Product, Engineering, and Sales to translate customer feedback into actionable improvements. A strong focus on processes and training is essential.