Customer Experience Manager
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Job Description
Customer Experience Manager leading Primal Harvest’s DTC wellness eCommerce support across U.S. and EU channels. Managing teams, BPO vendors, AI tools, QA, and retention-focused CX operations.
Responsibilities:
- Lead Primal Harvest’s day-to-day customer experience operations across the U.S. and EU
- Oversee customer support operations, escalations, BPO/vendor performance, QA, workflows, AI-enabled tools, and customer feedback loops
- Manage customer experience across email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels
- Lead internal support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager
- Oversee BPO performance, vendor check-ins, contracts, pricing, renewals, and service levels
- Train and onboard agents and team leads across internal, U.S., and EU teams
- Establish and improve processes, macros, tags, rules, automations, SOPs, and help center content
- Handle escalated customer cases and identify broader operational gaps
- Monitor AI chatbot and email automation accuracy, compliance, containment, and quality
- Build QA standards, spot-check interactions, and drive corrective actions
- Partner on subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA
- Own Reviews.io workflows and Voice of Customer reporting
- Track CX KPIs and connect performance to retention, churn, and cost
- Own workforce planning, staffing recommendations, and annual CX/CS budget
- Support product launches and campaigns
- Ensure customer communications comply with supplement and wellness product-claim guidelines
- Report to the Retention & Lifecycle Manager
Requirements:
- 5+ years of experience in customer experience, CX operations, or customer support operations within DTC eCommerce brands, including Shopify brands
- Strong background in subscription or repeat-purchase DTC businesses
- Experience managing internal support teams and outsourced/BPO partners
- Demonstrated improvements in CSAT, first response time, and other CX metrics
- Experience using and optimizing AI CX tools such as Kodif
- Hands-on customer support platform experience; Gorgias strongly preferred
- Experience with Shopify flows and changes
- Experience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content
- Strong analytical skills for identifying customer pain points and driving operational or cross-functional improvements
- Excellent written and verbal English communication skills
- Ability to work strategically and tactically in a lean, fast-moving environment
- Prior people management experience required
- Ability to work US Eastern Time business hours with overlap with South Africa and Europe
- Familiarity with health and wellness, supplements, or CPG compliance considerations is preferred
- Knowledge of Shopify is preferred
- Ability to speak a second language is preferred
- Experience with subscription platforms such as Stay AI or Recharge is preferred
- Agency experience managing brand accounts is preferred
Benefits:
- HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment
- $20 USD monthly medical allowance for agents outside the Philippines/Jamaica
- Paid time off accrued after 90 days with TalentPop
- Year 1 PTO: 8 hours accrued for every 320 hours worked
- Year 2 PTO: 8 hours accrued for every 160 hours worked
- Two paid Holy Week days of choice
- Christmas Eve, Christmas Day, and New Year’s Day holidays
- Two additional floating holiday days for team members outside the Philippines
- Remote work arrangement
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