Client Experience Manager (Ecommerce)

Location: Based in Louisville, Kentucky, United States. The posting header also lists Fort Worth, Texas, United States.

Company

hirify.global is a technology-powered fulfillment and logistics partner for ecommerce and direct-to-consumer brands, operating owned fulfillment centers across the US, Canada, the UK, and Europe.

What you will do

• Lead a customer support team and own daily, weekly, and monthly service metrics, including resolved cases, CSAT, first response time, and cost per unit.
• Use dashboards, reporting tools, stand-ups, reviews, and one-to-one coaching to drive continuous performance improvement.
• Train, develop, and coach individual contributors through clear goals, feedback, and structured development paths.
• Act as the escalation point for complex or high-touch merchant issues.
• Partner with Onboarding, Merchant Success, and Operations to improve the client journey.
• Build scalable processes, documentation, training initiatives, playbooks, scorecards, and feedback loops.

Requirements

• 3–5 years of experience managing customer-facing teams, preferably in logistics, ecommerce, SaaS, or B2B services.
• Track record of owning and improving CSAT, case resolution, and other customer experience metrics.
• Experience coaching and scaling individual contributors.
• Comfort with Salesforce, Gorgias, Intercom, Zendesk, or similar support tools.
• Strong written and verbal communication skills.
• Ability to work from Louisville, Kentucky, United States.

Nice to have

• Experience with third-party logistics providers.
• Experience in high-growth startups.

Culture & Benefits

• Paid time off and paid holidays.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Company events and wellness programs.
• Inclusive, growth-oriented culture focused on ownership, action, innovation, and merchant success.
• Work within a global fulfillment network supported by proprietary AI-powered technology.