Customer Experience Manager (E-Commerce)

Role Overview

We’re hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand.

What You Will Do

Take full ownership of CX performance, manage offshore agents, and ensure world-class service is delivered across all customer touch points.

Why It Might Be a Fit

You will take full ownership of CX performance, manage offshore agents, and ensure world-class service is delivered across all customer touch points.

Requirements

• 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)