Customer Experience Manager
- Remote (working U.S. Eastern hours)
- Compensation: $2,500–$3,500 USD/month, based on experience
- Full-time, Monday–Friday, 9 a.m.–6 p.m. Eastern, with a lunch break
- Tools: E-commerce platforms, customer support software, subscription tools, and AI support tools
At Near, we connect top talent in Latin America with remote opportunities at U.S.-based companies.
About the Company
Our client is a growing U.S.-based consumer brand with an e-commerce and subscription business. The team is focused on delivering thoughtful, consistent customer support.
About the Role
We’re looking for a hands-on Customer Experience Manager to run daily support operations, coach a junior teammate, and improve the systems behind the customer experience. This is an operator-builder role, not a large-team management position.
You Will
- Coach one customer support teammate, review ticket quality, and handle complex escalations.
- Review AI-generated responses and improve support guidance.
- Build and maintain workflows, automations, SOPs, and knowledge bases.
- Build dashboards and report on CX metrics, including response and resolution times, CSAT, and NPS.
- Share customer trends with other teams and help resolve recurring operational issues.
- Provide ticket support on the team’s peak-volume day.
About You
Your Background
- 5+ years in customer support, with experience coaching a junior teammate.
- Experience in e-commerce, DTC, or a subscription-based business.
- Experience improving workflows and SOPs and building CX dashboards.
- Strong working knowledge of an e-commerce platform and a modern helpdesk.
- Comfortable working with AI support tools.
- Proactive, analytical, and a clear written communicator.
Nice to Have
- Experience in health, wellness, or a related consumer category.
- Familiarity with subscription billing tools, APIs, or SQL.
Compensation & Benefits
- $2,500–$3,500 USD/month, based on experience
- Unlimited/flexible PTO
- Professional development stipend
- Product benefit
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