Remote CX Growth Leader for Retention

Mandala Scrubs; New York (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

Job summary

Mandala Scrubs in the US is seeking a Head of Customer Experience to own CX end-to-end, leading a 12-person offshore team across email, chat, and social. This builder role focuses on turning service into retention and providing real signal to product and ops.

Reporting to Head of Growth, you will shape policy, tooling, and processes, define metrics, and drive improvements while balancing margins and customer satisfaction.

Qualifications

• 5+ years in customer service or CX with 2+ years leading a team of 10+.
• Direct experience managing a distributed or offshore team.
• Ecommerce/DTC background; apparel sizing/returns a plus.
• Comfort with helpdesk platforms and Shopify.
• Strong numeracy; forecast volume and cost per contact.
• Judgment to bend policy when appropriate and defend decisions.

Responsibilities

• Lead, coach, and develop a 12-rep team across time zones.
• Own targets: response time, resolution time, and CSAT.
• Drive retention by turning service into repeat purchases.
• Build the helpdesk stack, macros, and AI deflection.
• Set policy: returns, exchanges, shipping exceptions, credits.
• Provide weekly reports to product, planning, and marketing.

Skills

5+ years CX

team leadership

distributed/offshore team

Ecommerce/DTC

Shopify familiarity

helpdesk tooling

numerical fluency

Tools

Shopify

Freshdesk

Job description

Mandala Scrubs in the US is seeking a Head of Customer Experience to own CX end-to-end, leading a 12-person offshore team across email, chat, and social. This builder role focuses on turning service into retention and providing real signal to product and ops.

Reporting to Head of Growth, you will shape policy, tooling, and processes, define metrics, and drive improvements while balancing margins and customer satisfaction.