eCommerce CX Leader: Elevate Customer Experience

DiversiTech Corporation; Duluth (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

DiversiTech Corporation seeks an eCommerce Customer Experience (CX) Manager to lead the customer service operations across all eCommerce channels in Duluth, GA. You will drive a consistent, scalable customer experience from pre-purchase inquiries to post-purchase support, reviews, returns, refunds, and retention initiatives.

Reported to the Digital Sales Manager, you will manage a team, optimize VOC insights, and partner with Marketing, Product, and Operations to improve content, conversions,

Qualifications

• Bachelor’s degree in Business, Customer Service, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer experience management, customer service operations, eCommerce support, or direct-to-consumer (DTC) leadership.
• Experience managing customer service teams, including training, quality assurance, workforce management, and escalation processes.
• Experience with customer service platforms such as Zendesk, Gorgias, Freshdesk, Shopify Inbox, or similar technologies.
• Strong understanding of return, refund, replacement, and customer issue resolution workflows.
• Demonstrated ability to analyze customer feedback and operational data to identify trends and drive continuous improvement.

Responsibilities

• Manages the day-to-day operations of the customer service team, including staffing, scheduling, workload allocation, training, quality assurance, and performance management.
• Establishes and monitors service-level agreements (SLAs) for response times, issue resolution, escalation handling, returns, refunds, and customer follow-up activities.
• Develops and maintains customer support processes, operating procedures, escalation paths, response templates, and service recovery standards.
• Oversees customer support channels including email, chat, phone, Shopify inquiries, reviews, and marketplace-related customer communications.
• Manages customer review and feedback platforms, including Bazaarvoice and other customer review systems, ensuring timely responses, issue routing, moderation, and reporting.
• Administers customer service platforms and support technologies, maintaining workflow accuracy, issue categorization, reporting standards, and process compliance.
• Collaborates with Operations, Logistics, and Sales teams to resolve fulfillment, shipping, product quality, replacement, return, refund, and customer satisfaction issues.
• Identifies recurring customer concerns and develops solutions to improve product information, shipping communications, onboarding content, FAQs, and service processes.
• Analyzes customer support interactions, reviews, return data, and feedback trends to provide actionable Voice of Customer insights to leadership and cross-functional teams.
• Partners with Marketing, Product Management, and eCommerce teams to improve customer-facing content, conversion optimization efforts, post-purchase communications, and retention initiatives.
• Supports customer retention programs by identifying opportunities to improve customer engagement, service recovery, repeat purchase behavior, and overall brand loyalty.
• Tracks and reports on customer experience performance metrics and develops action plans to address service gaps and business risks.

Skills

Customer experience management

Staff leadership

Verbal and written communication

Process optimization

Data analysis

Education

Bachelor’s degree in Business, Customer Service, Marketing, Communications, or a related field

Tools

Zendesk

Gorgias

Freshdesk

Shopify Inbox

Bazaarvoice

Job description

DiversiTech Corporation seeks an eCommerce Customer Experience (CX) Manager to lead the customer service operations across all eCommerce channels in Duluth, GA. You will drive a consistent, scalable customer experience from pre-purchase inquiries to post-purchase support, reviews, returns, refunds, and retention initiatives.

Reported to the Digital Sales Manager, you will manage a team, optimize VOC insights, and partner with Marketing, Product, and Operations to improve content, conversions,