Customer Experience Manager (Ecommerce)

At Jiffy.com, we're obsessed with delivering an effortless, fast, and delightful experience for our customers. Whether they're small business owners, hobbyists, or crafters bringing their creative visions to life, we make sure every interaction is seamless. Our Customer Experience team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey.

As a Customer Support Supervisor, you'll go beyond just advocating for customersyou'll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analyzing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You'll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

This hybrid role offers a mix of in-office collaboration and remote flexibility (3 days in office). Training is conducted in-office to set you up for success, build connections, and immerse you in the Jiffy culture.

Key Responsibilities:

• Lead Customer Experience Improvements: Identify and implement process enhancements to streamline support interactions and reduce customer effort.
• Analyze & Solve Root Causes: Dive deep into customer feedback, operational data, and escalations to uncover systemic issues and propose scalable solutions.
• Optimize Processes & Workflows: Work cross-functionally with customer service, product, and operations teams to eliminate inefficiencies and improve response times.
• Monitor & Report Key Metrics: Track customer satisfaction (CSAT), Net Promoter Score (NPS), resolution time, and support trends, providing insights and action plans.
• Champion the Customer Voice: Ensure customer feedback is integrated into decision-making across teams, influencing product, service, and policy improvements.
• Drive Cross-Team Collaboration: Work with product managers, engineers, and operations leaders to enhance self-service options, automation, and overall CX efficiency.
• Standardize & Document Best Practices: Develop playbooks and processes that empower support teams to deliver consistent, high-quality service.
• Act as an Escalation Point: Handle high-impact or complex customer issues, working cross-functionally to resolve them and prevent future occurrences.

Requirements

Qualifications:

• Bachelor's or Associate's degree in Business, Operations, Customer Experience, or a related field.
• A track record of driving measurable improvements in customer service efficiency, satisfaction, and retention.
• Experience leading CX transformation initiatives, implementing automation, and improving self-service options.
• A passion for fixing broken processes, enhancing customer journeys, and making things work better, faster, and smarter.
• Process & Operations Expert: 5+ years of experience in customer experience, operations, or process improvement, preferably in e-commerce or a high-growth company.
• Root Cause Analysis Pro: Strong ability to identify systemic issues, analyze data, and implement sustainable fixes rather than just treating symptoms.
• Customer-Obsessed: Passionate about enhancing the customer journey with a relentless focus on making experiences smoother, faster, and frustration-free.
• Data-Driven & Results-Oriented: Skilled at pulling insights from customer feedback, operational KPIs, and support trends to drive measurable improvements.
• Tech-Savvy & Automation-Focused: Comfortable working with CRM tools (Zendesk, Intercom), chatbots, AI-driven automation, and ticketing systems.
• Cross-Functional Collaborator: Ability to influence and align teams across customer service, product, and engineering to implement CX improvements.
• Strong Communicator & Leader: Proven ability to advocate for customer needs, present insights to leadership, and drive process change.
• Agile & Adaptable: Thrives in a fast-paced, constantly evolving environment where priorities shift based on business and customer needs..

Benefits

Why Join Jiffy?

• Be part of a cutting-edge, automation-driven customer service team.
• Work on innovative projects that improve efficiency and eliminate manual processes.
• Make a real impact by shaping the future of customer experience.
• Hybrid work model with in-office training to set you up for success.
• Opportunities to grow within the company
• Generous compensation and employer paid benefits
• Annual wellness and professional development Stipend
• Perks of getting lots of clothing!

At Jiffy.com, we believe that customer experience is everythingand we're looking for a leader who is ready to make a difference. As our Customer Experience Lead, you'll have the opportunity to optimize processes, implement meaningful change, and shape the future of customer interactions at Jiffy.

If you love digging into data, solving problems at their core, and driving real impact, we'd love to hear from you.

Qualification

Bachelor's Degree