Customer Experience Manager, Remote / USA

Customer Experience Manager

We are looking for someone who is passionate about making a difference with people, committed to a great customer experience, and ready to learn and grow in a team environment. In this role, you’ll be working from your own home to make sure that our customers have the best possible experience. You will lead the service delivery teams, who provide support and community engagement across multiple channels. If this sounds like you, we’d love to meet you!

What You’ll Do:

  • Coach, mentor, and manage team supervisors

  • Be accountable for Key Performance Indicators pertaining to service levels and customer feedback for all service delivery channels

  • Advocate for customers to have the best possible end-to-end experience

  • Be an expert in the KILLSTAR brand, products, policies, and workflows

  • Collaborate with members of all departments to resolve issues and ensure cohesive operations


Who You Are:

  • Problem-Solver: you geek out on simplifying complexity, discovering hidden answers, rooting out hidden problems, and finding solutions.

  • Comfortable With Ambiguity: you’re able to be compassionate yet tough, strong but flexible, and know when to zero in on the “gray area” vs. keeping it “black and white”.

  • An Agile Learner: you learn quickly when something changes, you see failure as an opportunity, and you easily understand underlying structures and intentions.

  • Solid Decision-Maker; your solutions and suggestions are based on wisdom, critical thinking, experience, and sound judgment. 

  • Compassionate Leader: you are genuinely interested in the success of others, a champion for their goals, offering appreciation and feedback; you’re viewed as approachable and fair.

  • Reliable Communicator: you are good about keeping people updated about changes, and your written and verbal communication is clear and concise.


Your Experience Includes:

  • Representing a brand in a digital environment - whether in customer service, marketing, or other online content delivery.

  • Learning and using different software and online tools.

  • Lots of collaboration across multiple teams and decision-makers

  • Accountability for Key Performance Indicators 


Bonus If You’ve:

  • Worked with ecommerce platforms such as Shopify or WooCommerce

  • Had some experience working with domestic & international shipping services

  • Have knowledge of warehouse or inventory management systems

  • Managed a team, preferably in a customer support environment


Does this sound like you?

Please complete this form to let us know you’re interested: https://forms.gle/LMqJjuRQDyDQ9rPq8 

Please note: We will only review applications submitted through this form.