Remote CX Manager for DTC & E‑commerce

Hae CPG; New York (NY); Remote; USD 90,000 - 130,000; Full time

Job summary

Hae CPG is seeking a Customer Experience Manager to lead hands-on CX for multiple client brands and guide the strategy, systems, and processes behind it. The role blends ticket management with building macros, SOPs, and scalable workflows to improve customer satisfaction and team efficiency.

You will work remotely with occasional weekend coverage, and coordinate with the Operations team and client 3PLs to resolve CX issues and optimize performance across channels.

Qualifications

• 3-5+ years in DTC/e-commerce/CPG or high-growth startups.
• Hands-on CX ownership for a DTC/e-commerce brand.
• Experience building CX macros, rules, tags, and workflows in Gorgias and Zendesk.

Responsibilities

• Own day-to-day CX operations across client brands, including ticket management.
• Develop CX policies, macros, workflows, and escalation paths.
• Build CRM workflows, automation, and reporting to improve efficiency and service quality.
• Evaluate CX operations and provide strategic recommendations.

Skills

Gorgias

Zendesk

Shopify

Yotpo

Okendo

Tools

Shopify(Shop pay)

Google Sheets

Job description

Hae CPG is seeking a Customer Experience Manager to lead hands-on CX for multiple client brands and guide the strategy, systems, and processes behind it. The role blends ticket management with building macros, SOPs, and scalable workflows to improve customer satisfaction and team efficiency.

You will work remotely with occasional weekend coverage, and coordinate with the Operations team and client 3PLs to resolve CX issues and optimize performance across channels.