Sr. Manager, Customer Experience and Service

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

Sr. Manager, Customer Experience & Service

Department: Customer Experience

Location: Atlanta, GA – Hybrid

Employment Type: Full-Time, Exempt

Reports To: VP of Store Operations / Chief Commerce & Operations Officer

About the Role

CardsHQ is seeking a Senior Manager, Customer Experience & Service to build and lead the customer experience across our growing retail, ecommerce, live-selling, and digital ecosystem.

This leader will own how customer questions, concerns, orders, and escalations are received, routed, resolved, and measured. The role will partner across Retail, Ecommerce, Live Selling, Shipping, Inventory, Buying, Technology, Finance, and other teams to ensure customers receive fast, consistent, high-quality support regardless of how they interact with CardsHQ.

We are looking for a customer advocate and hands‑on builder who can establish scalable service standards, processes, tools, and infrastructure as CardsHQ continues to grow.

What You’ll Do

• 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 the underlying causes of recurring customer 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 customer support tools, ticketing, phone, chat, shared inboxes, customer history, knowledge resources, and reporting.
• Build a Voice of the Customer program that captures customer feedback and converts insights into actionable business improvements.
• Develop and monitor customer experience metrics, including CSAT, NPS, response time, resolution time, escalations, complaints, order/shipping issues, and marketplace ratings.
• Identify customer experience trends and provide recommendations to senior leadership.
• Build and develop the future Customer Experience & Service team as CardsHQ continues to scale.

What We’re Looking For

• 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.

Why CardsHQ?

CardsHQ is building a rapidly growing business at the intersection of collectibles, retail, ecommerce, live commerce, content, technology, and community. This is an opportunity to build the customer experience function—not simply inherit one—and directly influence how collectors experience CardsHQ throughout their relationship with the company.

As CardsHQ continues to expand into new markets and channels, this leader will play an important role in helping us achieve our vision to set the standard for the hobby experience.

If you are a hands‑on customer experience leader who enjoys building, solving problems, developing teams, and creating exceptional customer experiences, we’d like to hear from you.