CX Team Lead - Elevate Support & CSAT

ShipMonk; Louisville (KY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive Salary + Bonus

Health, Dental, Vision + 401k with 匹?—

Job summary

ShipMonk is seeking a Louisville, KY-based Client Experience Manager to lead a high-performing CX team. You’ll own daily, weekly, and monthly metrics, coach individual contributors, and partner with Onboarding, Merchant Success, and Operations to deliver an exceptional client journey.

You’ll build scalable processes, dashboards, and playbooks while maintaining a people-first approach. If you thrive in fast-paced environments and care about service quality, we want you leading our CX efforts.

Qualifications

• 3–5 years managing customer-facing teams.
• Experience in logistics/ecommerce or SaaS is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Own daily, weekly, and monthly support metrics for the CX team.
• Lead daily stand-ups, monthly reviews, and quarterly performance planning.
• Coach and develop a team of support professionals to hit performance goals.
• Own escalation for complex or high-touch client issues.

Skills

Customer-facing teams management

CX metrics ownership

Coaching

Cross-functional collaboration

Tools

Salesforce

Gorgias

Intercom

Zendesk

Job description

ShipMonk is seeking a Louisville, KY-based Client Experience Manager to lead a high-performing CX team. You’ll own daily, weekly, and monthly metrics, coach individual contributors, and partner with Onboarding, Merchant Success, and Operations to deliver an exceptional client journey.

You’ll build scalable processes, dashboards, and playbooks while maintaining a people-first approach. If you thrive in fast-paced environments and care about service quality, we want you leading our CX efforts.