Senior Manager, Customer Experience (Ecommerce)

TL;DR

Senior Manager, Customer Experience (Ecommerce): Leading Tier I and Social Support operations for a globally distributed team with an accent on automation, operational efficiency, and brand trust. Focus on optimizing the CX tech stack, improving CSAT/NPS metrics, and integrating AI-assisted support tools to enhance scalability.

Location: Remote (US), based in New York, NY

Company

hirify.global is a digital subscription service that allows fragrance lovers to sample a wide variety of designer and clean perfumes.

What you will do

• Lead and develop a global team of 35+ agents and 4 Team Leads across Tier I and Social Support.
• Own and optimize key performance metrics including CSAT, NPS, QA, and resolution times.
• Drive automation within the CX tech stack to reduce manual work and improve routing logic.
• Oversee social CX and community management across public channels to protect brand sentiment.
• Manage global workforce planning and shift scheduling for a US-demand-heavy operation.
• Partner with Product and Engineering to implement AI-assisted support tools and surface Voice of the Customer insights.

Requirements

• 5–8+ years in a Senior/Supervisory CX role, with 2–3+ years managing Team Leads.
• Experience in high-volume transactional CX (email, chat) and public/social support channels.
• Background in subscription or e-commerce with recurring billing complexity.
• Hands-on ability to configure, optimize, and improve CX platforms directly.
• Strong analytical skills to contextualize CSAT/NPS data for non-CX stakeholders.
• Must be based in the United States.

Nice to have

• Experience with Kustomer, Zendesk, or Gladly.
• Proficiency with Sprout Social or equivalent social listening tools.
• Familiarity with DigitalGenius or AI-assisted CX automation platforms.
• Knowledge of Shopify or E-Commerce backend systems.

Culture & Benefits

• Inclusive environment committed to diversity across all backgrounds and identities.
• Opportunity to lead across a portfolio of multiple fragrance brands.
• Flexible remote work arrangement.