Senior Manager, Customer Experience

Goody; Miami (FL); Remote; USD 115,000 - 120,000; Full time

Job summary

An innovative company is seeking a Senior Manager for Customer Experience to enhance customer interactions across multiple channels. This pivotal role involves strategizing and optimizing support operations while leading a dedicated team. By leveraging analytics and insights, you will drive improvements in customer satisfaction and operational efficiency. The ideal candidate will possess extensive experience in B2B SaaS or e-commerce, with a strong focus on leadership and communication. Join a vibrant team that values connection and joy in every customer interaction, and help shape the future of customer experience in a dynamic environment.

Benefits

Remote work with in-person meetups

Comprehensive medical benefits

Dental and vision insurance

Paid time off

Family leave

Stipends for gifts

Qualifications

• 5+ years in customer experience or support leadership.
• Experience with CX technologies and CRM platforms.

Responsibilities

• Analyze data to develop actionable insights for customer experience.
• Manage and coach customer experience professionals.

Skills

Customer Experience Leadership

Data Analysis

Communication Skills

Team Management

CX Technologies

Process Improvement

Empathy Skills

Tools

Intercom

Kustomer

Job description

As a customer-centric company, delivering an experience that fosters customer trust, sparks joy, and drives connection and community is key to Goody's mission. The Senior Manager, Customer Experience, owns the customer experience function across all inbound support channels, including agents and AI implementations. This role is pivotal in ensuring that all customer interactions—via email, live chat, and support-based video calls—are seamless and high-quality. You will drive CX strategy, leverage analytics to improve customer interactions, and optimize support operations. As a player-coach, you will also actively support live chat and email channels, gaining firsthand insights into customer needs.

What's special about the Customer Experience Team at Goody:

Goody's customer experience is unique because it contains two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

• Marketplace eCommerce CX: Focuses on gift orders, tracking info, delivery issues, returns, refunds, and product inquiries.
• SaaS Support CX: Supports B2B clients using Goody's platform, including troubleshooting, account support, and technical assistance.

These workflows require different strategies, tools, and training. The role requires a leader who can navigate and unite both, creating consistency and high standards while scaling solutions.

Roles and Responsibilities:

• Customer Insights & Analytics: Analyze data and feedback to develop actionable insights.
• Reporting & Performance Tracking: Maintain dashboards to track CX metrics like CSAT, NPS.
• Direct Customer Support: Engage directly via live chat and email to gain insights and improve responses.
• Process Improvement: Identify inefficiencies and implement automation, AI, or workflow enhancements.
• Team Leadership: Manage and coach CX professionals, including internal staff and external resources.
• Training & Systems: Develop training programs to enhance team skills and ensure consistent service.
• Content Development: Create macros, help articles, and communications to support self-service and efficiency.
• Customer Feedback Management: Establish processes to capture and act on feedback for ongoing improvement.

Requirements:

• 5+ years in CX or support leadership, preferably in B2B SaaS or e-commerce.
• 3+ years managing large teams of hourly agents.
• Experience with CX technologies, CRM platforms (e.g., Intercom, Kustomer), and AI tools.
• Ability to develop and execute CX strategies based on insights and metrics.
• Exceptional communication skills and brand voice consistency.
• Experience working with agency teams or BPOs.
• Ability to manage seasonal volume surges.
• Strong leadership in fast-paced environments.
• High EQ and empathy skills.
• Startup experience is a plus.
• Interest in Goody's mission to spread joy and ease in gifting.
• Overlap of 6+ hours with East Coast hours.

Benefits:

• Remote work with in-person meetups and offsite events, open to US and Canada residents.
• Salary: $115K-120K.
• Comprehensive benefits including medical, dental, vision, PTO, family leave, stipends, and gifts.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting