Customer Experience Manager

• A strong communicator and people leader.
• Customer-focused, empathetic, and solutions-oriented.
• Analytical and comfortable using data to improve performance.
• Organized, adaptable, and able to thrive in a fast-paced startup environment.
• Passionate about coaching, team development, and operational excellence.

• 5+ years of experience in customer support, customer experience, or operations management.
• Experience managing customer-facing teams, including outsourced support vendors.
• Strong written, verbal, organizational, and analytical skills.
• Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations.
• Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience.
• A data-driven mindset with the ability to identify trends and turn insights into action.
• Ability to manage complex escalations and improve operational processes.
• Familiarity with G Suite and startup environments preferred.

• Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams.
• Lead hiring efforts for additional CX Associates and CX team members as business needs grow.
• Assist with onboarding, training, coaching, and performance management.
• Foster a strong customer-first culture aligned with AptDeco values.
• Leverage AI tools to automate and simplify CX workflows.

• Manage third-party support partner performance and SLA adherence.
• Serve as the point of contact for complex customer escalations and sensitive issues.
• Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations.

• Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends.
• Create recurring and ad hoc operational reports.
• Identify opportunities to improve workflows, processes, and customer satisfaction

• Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience.
• Communicate customer feedback, operational insights, and process improvement opportunities.

• Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.

Compensation