Senior Manager, Customer Experience

Goody; San Francisco (CA); Remote; USD 115,000 - 120,000; Full time

Job summary

A leading company is seeking a Senior Manager for Customer Experience to oversee inbound support channels and drive CX strategy. This pivotal role involves optimizing customer interactions through analytics, team leadership, and direct support engagement. The ideal candidate will have extensive experience in customer experience leadership, particularly in B2B SaaS or e-commerce, and will thrive in a fast-paced environment.

Benefits

Fully remote with opportunities for in-person meetups

Comprehensive benefits including medical, vision, dental

Flexible PTO

Paid family leave

Qualifications

• 5+ years in customer experience or support leadership, preferably in B2B SaaS or e-commerce.
• 3+ years managing large teams of support agents.

Responsibilities

• Analyze customer data and feedback to develop insights that improve the experience.
• Engage directly via live chat and email to gain insights and improve responses.
• Manage and coach CX professionals, including internal teams and external resources.

Skills

Customer Experience

Leadership

Communication

Data Analysis

Empathy

Tools

CX Technologies

AI/Automation Tools

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, and truly loves working with customers daily. This role is pivotal in ensuring that all customer interactions—via email, live chat, and support 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 makes the Customer Experience Team at Goody unique:

Goody's customer experience comprises two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

• Marketplace eCommerce CX: Assists customers with gift orders, tracking, delivery issues, returns, refunds, and product inquiries.
• SaaS Support CX: Supports B2B clients using Goody's software platform, including troubleshooting, account support, software plan management, and technical assistance.

These workflows require different strategies, tools, and training to ensure a seamless customer experience. The role demands a leader capable of navigating and uniting both areas while maintaining high standards and scalable solutions.

Roles and Responsibilities:

• Customer Insights & Analytics: Analyze customer data and feedback to develop insights that improve the experience.
• Reporting & Performance Tracking: Maintain dashboards and metrics (CSAT, NPS) to monitor CX performance.
• 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 teams and external resources.
• Training & Systems: Develop training programs to enhance team skills and ensure consistent service.
• Content Development: Create macros, help articles, and communications for self-service.
• Customer Feedback Management: Establish processes to capture and act on customer feedback for continuous improvement.

Requirements:

• 5+ years in customer experience or support leadership, preferably in B2B SaaS or e-commerce.
• 3+ years managing large teams of support agents.
• Experience with CX technologies and AI/automation tools.
• Ability to develop and execute CX strategies based on data.
• Exceptional communication skills and brand voice consistency.
• Experience working with agency teams or BPOs.
• Proven 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 working hours.

Benefits:

• Fully remote with opportunities for in-person meetups and offsites. Open to US and Canada residents.
• Base salary: $115K-120K.
• Comprehensive benefits including medical, vision, dental, flexible PTO, paid family leave, stipends, and gifts.