Ecommerce CX Manager: Multi‑Channel Experience Lead

DiversiTech Corporation

Duluth (MN)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

DiversiTech Corporation in Duluth, GA seeks an experienced eCommerce Customer Experience (CX) Manager to drive a consistent, professional, and scalable customer experience across all channels. You will oversee pre- and post-purchase support, reviews, returns, refunds, and retention initiatives, while leading the CX team and implementing VOC-driven improvements.

The role requires a Bachelor’s degree and 5+ years in CX leadership, with experience in Zendesk/Freshdesk/Gorgias, and strong

Qualifications

Bachelor’s degree in Business, Customer Service, Marketing, Communications, or 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.
Excellent verbal and written communication skills with the ability to interact effectively across all levels of the organization.
Strong organizational skills with the ability to prioritize multiple initiatives in a fast-paced environment.
Proactive self-starter with exceptional attention to detail and customer focus.

Responsibilities

Oversee end-to-end customer experience across all eCommerce channels.
Lead the customer service team, staffing, scheduling, training, and performance management.
Establish SLAs for response times, issue resolution, escalations, and refunds.
Develop and maintain support processes, procedures, templates, and recovery standards.
Manage support channels including email, chat, phone, Shopify inquiries, reviews, and marketplace communications.
Oversee review platforms like Bazaarvoice and ensure timely responses and reporting.
Collaborate with Operations, Logistics, Sales, Marketing, and Product teams to resolve issues.
Identify recurring concerns and improve product information and onboarding content.
Analyze support data to provide Voice of Customer insights to leadership.