Senior Leader, Customer Experience & Service Strategy

CardsHQ; Atlanta (GA); Hybrid; USD 130,000 - 170,000; Full time

Job summary

CardsHQ in Atlanta, GA, invites a Senior Manager to own and scale the Customer Experience & Service function across retail stores, ecommerce, and live selling. This hands-on leader will establish standards, ownership, and routing for inquiries, while partnering with Tech and Operations to build scalable service capabilities.

You will drive Voice of the Customer, define CX metrics, and guide cross‑functional improvements to deliver fast, high-quality support for collectors and customers alike.

Qualifications

• 7+ years of progressive experience in customer experience, customer service, ecommerce, retail, contact centers, or a related customer-facing environment.
• 3+ years of leadership experience managing customer service or customer experience teams.
• Demonstrated experience supporting customers across multiple channels.
• Strong retail, ecommerce, or consumer-facing business experience preferred.
• Experience with customer service platforms, ticketing tools, contact-center technology, phone systems, or similar customer support solutions.
• Demonstrated ability to build processes, standards, and infrastructure in a growing organization.
• Strong analytical and problem-solving skills with the ability to use customer data to identify trends and improve the customer experience.
• Excellent communication, conflict-resolution, and service-recovery skills.
• Ability to collaborate and influence across multiple departments and levels of leadership.
• Experience in collectibles, sports cards, TCG, marketplaces, live commerce, or enthusiast-driven businesses is a plus, but not required.

Responsibilities

• Build and lead the overall CardsHQ customer experience and service strategy across retail stores, ecommerce, live selling, phone, email, and digital channels.
• Establish company-wide customer service standards, response expectations, escalation processes, and clear ownership for customer issues.
• Own the customer-facing phone and call-routing experience, ensuring customers can quickly reach the appropriate team.
• Partner across departments to resolve customer issues and identify underlying causes of recurring problems.
• Improve the ecommerce customer journey, including order questions, shipping issues, returns, cancellations, refunds, and delivery concerns.
• Develop consistent customer service and service-recovery standards across CardsHQ retail locations.
• Establish customer support standards for Whatnot and other live-commerce channels.
• Partner with Technology to develop scalable customer service capabilities, including tools, ticketing, phone, chat, shared inboxes, customer history, knowledge resources, and reporting.
• Build a Voice of the Customer program that captures feedback and converts insights into improvements.
• Develop and monitor customer experience metrics such as CSAT, NPS, response time, resolution time, escalations, complaints, and marketplace ratings.
• Identify customer experience trends and provide recommendations to senior leadership.
• Build and develop the future Customer Experience & Service team as CardsHQ scales.

Skills

Leadership

Customer Experience

Cross-functional Collaboration

Data-driven Decision Making

Communication

Tools

CRM platforms

Ticketing tools

Contact-center technology

Phone systems

Job description

CardsHQ in Atlanta, GA, invites a Senior Manager to own and scale the Customer Experience & Service function across retail stores, ecommerce, and live selling. This hands-on leader will establish standards, ownership, and routing for inquiries, while partnering with Tech and Operations to build scalable service capabilities.

You will drive Voice of the Customer, define CX metrics, and guide cross‑functional improvements to deliver fast, high-quality support for collectors and customers alike.