ZAF - Customer Experience Manager

Tidal; Cape Town; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A Direct Placement Agency is seeking a Customer Experience Manager to lead CX operations for a growing DTC e-commerce brand. You will manage offshore agents, ensure high customer satisfaction, and improve support metrics. The ideal candidate will have 3-5 years of CX leadership experience and strong communication skills. This full-time role is remote, requiring full U.S. hours.

Qualifications

• 3-5 years of freelancing experience.
• 3-5+ years of CX leadership experience, ideally in DTC e-commerce.
• Proven track record of improving CX support metrics.

Responsibilities

• Manage the CX team performance and offshore agents.
• Maintain a 4.5+ weekly CSAT score.
• Serve as an escalation point for complex customer issues.

Skills

Customer Experience leadership

Strong written and verbal English communication skills

Analytical and organizational skills

Tools

Gorgias

Shopify

Slack

Google Workspace

Job description

Job Title: Customer Experience Manager (E-Commerce)

Contractor Fee: $2,500 - $3,000/month (USD)

Work Arrangement: Remote

Engagement Type: Independent Contractor

Commitment: Full-time (Approx. 40 hours/week)

Company Overview:

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role:

We’re hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touch points.

Key Responsibilities:

• Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.
• Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.
• Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.
• Serve as an escalation point for complex customer issues.
• Oversee product returns and provide monthly insights.
• Monitor fraud and chargebacks, and improve internal processes to reduce exposure.
• Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.
• Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.

Software/Platforms/Tools:

• CX Platform: Gorgias
• Reviews: Judge.me, Trustpilot, Amazon, Google
• E-commerce Platform: Shopify
• Comms: Slack, Google Workspace

Qualifications:

• 3-5 years of freelancing experience
• Strong written and verbal English communication skills (C1/C2 level)
• 3-5+ years of CX leadership experience, ideally in DTC e-commerce
• Proven track record of improving CX support metrics (CSAT/C-STAT, FRT, etc.)
• Experience managing offshore or remote teams
• Strong analytical and organizational skills, with a proactive approach to reporting
• Fluent English communication, both written and verbal
• Ability to work full U.S. hours (LATAM-based candidates preferred)

Shift Schedule:

• Monday to Friday, 9:00 AM to 5:00 PM US PST