Posted today
Customer Experience Manager
About Us
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About the Company
Our client is a US-based consumer packaged goods company that sells its food products online, including through subscriptions. The business has grown about four times in each of the last two years and now handles thousands of customer tickets every month.
The team is fast-paced, competitive with the market, and drama-free. People work hard, take pride in their work, and are encouraged to push back with their own ideas. The company already has team members across Latin America.
About the Role
We are looking for a Manager, Customer Experience to own customer service and success as a permanent in-house function. Today, support is handled by an outsourced offshore team. You will take full ownership of the program, including standards, SOPs, tools, AI, escalations, and reporting. You will report to the Head of Operations.
This is a high-volume, rapid-growth environment. You will set strategy and also roll up your sleeves, working tickets directly when needed. You will work closely with the tech and marketing teams to anticipate issues before offers and launches. You will help shape a long-term plan that uses AI and automation to run support with a small team.
You have built a customer experience program from scratch before at an ecommerce product company. You love data, make data-driven decisions, and bring clear recommendations, not just lists of issues. You are hands-on, proactive, and comfortable with fast change.
Key Responsibilities
Build and run the full customer experience program, including tools, SOPs, escalation paths, and response scripts.
Manage and guide the outsourced customer service team so they follow the brand's standards.
Work tickets directly when needed and spot repeat issues with orders, offers, and subscriptions.
Own complex escalations and open complaints, and drive fixes with the tech and marketing teams.
Prepare the team ahead of offers and launches with planned responses to the most likely customer issues.
Set up and improve the AI support system so it handles more tickets in the brand's voice.
Own churn analytics and find ways to keep subscription customers from leaving.
Build reporting on ticket trends, CSAT, response and resolution times, and AI versus human performance.
Run weekly customer experience meetings and share clear insights and recommendations with leadership.
Lead quarterly audits of SOPs, policies, tone, and product information, and grow Trustpilot reviews.
Requirements
Proven experience building and running a customer experience program end to end, not only handling tickets.
Experience at an ecommerce consumer product company; services or brick-and-mortar experience alone is not a fit.
Experience supporting the US market.
Hands-on experience with Shopify (required).
Experience with Trustpilot or an equivalent review platform.
Experience with Gorgias or a similar help desk, and with subscription tools.
Experience using AI in customer support, with clear examples of how you build and work with AI.
Hands-on experience with churn analytics, with real examples of results you achieved.
Experience managing outsourced or remote support teams.
Strong analytical skills, with experience building reports that lead to business decisions.
Excellent, fluent spoken and written English; accent is not an issue.
Schedule: 9 AM to 6 PM, with flexibility during peak periods such as Black Friday and holidays. No weekend work is expected.
Nice to Have
Technical background.
Background or strong interest in consumer goods.
Experience with Cin7, Monday.com, or Google Workspace.
Tools & Systems
Gorgias: CRM and help desk for customer tickets.
AI ticketing system: automated ticket handling that works with the help desk.
Shopify: ecommerce store and orders.
Trustpilot: customer reviews and reputation.
Subscription tools: managing customer subscriptions.
Cin7: ERP being implemented.
Monday.com: project management.
Google Workspace: email, documents, and collaboration.
Compensation & Benefits
Competitive monthly compensation in USD.
100% remote opportunity for professionals based in Latin America.
Full-time position.
Bonuses.
15 paid days off plus US holidays.
3 local holidays in your country, agreed in advance.