Remote Customer Experience Leader

REAL Success; New York, Northern (NY, KY); Hybrid; USD 110,000 - 160,000; Full time

Job summary

REAL Success Network is seeking an experienced Customer Experience Manager to lead our complete customer-support operation. You will own people, processes, and cross-department improvements to ensure every customer feels heard and supported.

This remote, full-time role requires strong leadership, a strategic mindset, and hands-on experience with ticketing systems and customer service automation. You will collaborate across teams to continually elevate customer satisfaction.

Qualifications

• Bachelor's degree or higher in a relevant field (business, customer experience, marketing, communications).
• Experience leading and developing a customer-support or customer-experience team.
• Familiarity with ticketing systems, support workflows and escalations.
• Ability to balance empathy with commercial judgment and manage refunds/disputes.

Responsibilities

• Lead and manage the Customer Experience team and related specialists.
• Define and uphold customer-service standards across channels.
• Oversee Freshdesk usage, ticket routing, and automation initiatives.
• Handle high-risk complaints and escalate appropriately.
• Collaborate with cross-department leaders to improve processes and automation.

Skills

People leadership

Customer experience

Remote work

Data-driven decisions

Ticketing systems

Education

Bachelor's degree or higher in Business/CS/UX

Tools

Freshdesk

Stripe

Kajabi

SamCart

GoHighLevel

AI-assisted support tools

Job description

REAL Success Network is seeking an experienced Customer Experience Manager to lead our complete customer-support operation. You will own people, processes, and cross-department improvements to ensure every customer feels heard and supported.

This remote, full-time role requires strong leadership, a strategic mindset, and hands-on experience with ticketing systems and customer service automation. You will collaborate across teams to continually elevate customer satisfaction.