Client Experience Manager

Overview As Client Experience Manager, you lead a fast-paced CX team to deliver exceptional daily support and high CSAT. You’ll own key service metrics, coach and develop individual contributors, and partner across onboarding, merchant success, and operations to optimize the client journey. This role blends people leadership with process improvement to scale a world-class support function. You’ll shape playbooks, dashboards, and cross-functional collaboration to drive measurable impact for merchants. Compensation / BenefitsCompetitive Salary + BonusPaid Time Off + Paid HolidaysHealth, Dental, Vision + 401k with MatchCompany Events, Wellness Programs & MoreHQ in Fort Lauderdale + Global Fulfillment NetworkInclusive, Growth-Oriented Culture ResponsibilitiesOwn daily, weekly, and monthly support metrics (resolved cases, CSAT, FRT, cost per unit) and drive continuous improvement using dashboards and coachingLead, train, and develop a high-performing CX team; set goals, provide feedback, and create development pathsServe as escalation point for complex client issues and ensure seamless client journey with cross-functional partnersIdentify support trends and opportunities for automation or efficiency; contribute to process improvements, documentation, and trainingRun regular stand-ups, reviews, and performance planning to maintain accountability and momentumShape playbooks and scorecards for consistent delivery of excellence across the teamProvide input in cross-functional forums about how support impacts the wider businessMonitor burnout and morale; maintain a healthy, high-output team culture Key requirements3–5 years managing customer-facing teams in logistics, ecommerce, SaaS, or B2B servicesTrack record of improving CSAT, case resolution, and CX metricsExperience with Salesforce, Gorgias, Intercom, Zendesk, or similarExperience coaching and scaling individual contributorsStrong written and verbal communication skillsBonus: experience with 3PLs or high-growth startupsdata-driven decision makingempathy with accountabilitycalm under pressureSalesforceGorgiasIntercom