Senior Manager, Customer Experience

Senior Manager, Customer Experience

Full-Time · Remote · Reports to Director of Customer Experience

We're looking for a Senior Manager of Customer Experience to lead our Tier I and Social Support operations across a globally distributed team of 35+ agents and 4 Team Leads. This role is for a self-sufficient, fast-moving operator who can manage a large team, drive automation across our CX tech stack, and protect brand trust in public-facing channels — all without needing hand-holding. You'll report to the Director of Customer Experience and serve as both an operational leader and a strategic partner across the business.

WHAT YOU’LL BE RESPONSIBLE FOR

Team Leadership & Operations

• Lead and develop Team Leads and agents across Tier I email and Social Support globally
• Own CSAT, NPS, QA, First Response Time, Full Resolve Time, and productivity metrics
• Act as the primary escalation point for complex or high-risk customer issues
• Drive process improvements that improve both the customer and agent experience

• Manage vendor and recruiting partner relationships, including quality oversight and performance
• Own onboarding and training program development — not just coaching through leads, but building the curriculum
• Lead incident response during outages or fulfillment failures, coordinating cross-functional communication under pressure

Automation & Platform Ownership

• Be hands-on with our CX tech stack — able to get into backend systems, configure workflows, and build improvements directly
• Identify and implement automation opportunities to reduce manual work, improve routing, and free agents for high-complexity issues
• Partner with Product and Engineering on AI-assisted support tools, integrations, and workflow automation

• Own SOPs, macros, routing logic, and documentation within Kustomer and connected platforms
• Calibrate self-service and automation strategy to balance efficiency with CSAT outcomes

Social Support & Brand Protection

• Oversee Social Support across social channels, app stores, and public review platforms including BBB

• Be a true expert in social CX — fluent in platform-specific nuances, community management, and public de-escalation without sacrificing brand voice
• Monitor social sentiment proactively and surface emerging issues before they escalate
• Align with Marketing and Brand to ensure CX voice is consistent across every public-facing touchpoint

• Set and enforce response quality and brand standards across all public channels

Workforce Planning & Reporting

• Manage global workforce planning, shift scheduling, and coverage strategy for a US-demand-heavy operation
• Deliver weekly and monthly KPI reporting with clear context and actionable recommendations

• Lead change management across platform migrations and operational shifts — keeping team performance steady through transitions
• Analyze contact drivers and sentiment trends to surface retention risks and product insights cross-functionally

Voice of the Customer & Cross-Functional Work

• Partner with the Director of Customer Experience to deliver strategic, actionable insights that drive the Voice of the Customer across Product, Marketing, Operations, Finance, and Legal
• Own Help Center and FAQ content, keeping it accurate and aligned with current policies and product changes

• Think beyond resolution — understand how support interactions affect retention and bring that lens to cross-functional conversations

WHAT WE’LL LOVE ABOUT YOU

• You're a self-starter who moves fast — you don't wait for perfect data or perfect process to take action
• You can manage a large, fast-paced team without losing quality or burning people out
• You treat Social Support as brand strategy, not just customer service

• You're genuinely excited about technology — you want to get into systems, understand how they work, and make them better

• You lead with clarity — your team knows what's expected and performs well under pressure

• You think about retention, not just resolution — you understand how support shapes whether a customer stays

• You communicate data with nuance — you know metrics don't always tell the full story and you frame that clearly for leadership

WHAT YOU’LL LOVE ABOUT YOU

Experience

• 5–8+ years in Senior/Supervisory CX role, with 2–3+ years managing Team Leads or senior agents in a high-volume, fast-paced environment
• Experience across both high-volume transactional CX (email, chat) and public or social support channels
• Background in subscription or e-commerce with recurring billing complexity

• Demonstrated ability to drive automation and workflow improvements within a CX tech stack, not just oversee them
• Experience leading teams through platform migrations and operational change without losing performance

Skills

• Hands-on with CX platforms — able to configure, optimize, and improve systems directly

• Deep expertise in social CX, community management, and public escalation handling

• Strong analytical and reporting skills; able to contextualize data clearly for non-CX stakeholders

• Familiar with CSAT/NPS methodology — understands how survey design and exclusion logic affect what scores actually mean

• Excellent written communication, especially in brand-sensitive and public-facing environments

Platform Knowledge (Preferred)

• Kustomer or equivalent CX/ticketing platforms (Zendesk, Gladly)
• Sprout Social or equivalent social listening and community management tools
• DigitalGenius or AI-assisted CX automation platforms
• Shopify or E-Commerce backend systems relevant to order management and customer data

About Scentbird

Scentbird inspires fragrance lovers to go beyond the ordinary and sample scents that evoke passion, confidence, and the unknown. Our mission is to revolutionize the way we perfume by bringing the ultimate fragrance playground right to your fingertips and offering a digital subscription service that lets members choose from over 500+ designer perfumes each month.

About the Brands:

• Scentbird