Senior Manager, Customer Experience

As a customer-centric company, delivering an experience that fosters customer trust, sparks joy and drives connection and community is key to Goody's mission. The Senior Manager, Customer Experience, owns the customer experience function across all inbound support channels including agents and AI implementations (and truly loves and is energized by working with customers on a daily basis!). This role is pivotal in ensuring that all customer interactionsacross email, live chat, and support-based video callsdeliver seamless, high-quality experiences. You will drive CX strategy, leverage analytics to improve customer interactions, and optimize customer support operations. As a player-coach, you will also actively support live chat and email channels, ensuring firsthand insights into customer needs.

What's special about the Customer Experience Team at Goody:

Goody's customer experience is unique because it contains two distinct workflows: Marketplace eCommerce CX and SaaS Support CX.

• Marketplace eCommerce CX: Focuses on assisting customers with gift orders, tracking information, delivery issues, returns, refunds and product-related inquiries
• SaaS Support CX: Involves supporting B2B clients using Goody's software platform, including troubleshooting, account support, software plan management and technical assistance.
  

These two workflows require different support strategies, tools, and training to ensure a seamless experience for all customers. This role requires a leader who can navigate and unite both realms while creating consistency and maintaining high standards (plus bringing scalable solutions!) to the overall experience.

Roles and Responsibilities:

• Customer Insights & Analytics: Analyze customer data, feedback, and trends to develop actionable insights that enhance the customer experience

• Reporting & Performance Tracking: Develop and maintain dashboards and reporting mechanisms to track key CX metrics (CSAT, NPS, etc.)
• Direct Customer Support: Actively engage with live chat and email channels as a hands-on leader, gaining direct insights and improving response quality
• Process Improvement: Identify inefficiencies in the customer journey and implement automation, AI, or workflow improvements and make effective changes
• Team Leadership: Manage a team of CX professionals, providing guidance, coaching and training to both internal employees and consulting resources in line with company core values
• Training & Systems: Develop and implement comprehensive training programs to enhance the skills and effectiveness of CX teams, ensuring consistent and exceptional customer service
• Content Development: Build out macros, help articles, and customer-facing communications to enhance self-service options and improve overall efficiency
• Customer Feedback Management: Establish processes for capturing and acting on customer feedback to continuously improve service quality

Requirements

• 5+ years in a customer experience or customer support leadership role, preferably in a B2B focused, SaaS, or e-commerce marketplace environment
• 3+ years experience leading a large team of hourly customer support agent roles as a direct manager
• Experience with CX technologies, CX CRM platforms (ex:, Intercom, Kustomer) and AI-driven/automation tools
• Ability to develop and execute CX strategies using customer insights and performance metrics
• Exceptional writing and communication skills and ability to maintain a consistent brand voice across support communications and touchpoints
• Demonstrated past experience: working with agency customer support team members or BPOs
• Proven ability to manage and strategize for significant seasonal scale and volume surges
• Strong leadership abilities with experience managing high-performing teams in a fast-paced environment
• High EQ and ability to demonstrate empathy when communicating with customers and managing difficult situations
• Prior experience in an early-stage startup is a big plus
• Strong interest in supporting Goody's mission to help celebrate and lift up others, spread joy and bring ease and fun to the gifting experience!
• Overlap 6+ hours with east coast working hours

Benefits

• Fully remote company with opportunities to meet in person, such as regional meetups and our annual company offsite. This position is open to individuals in the US or Canada.
• Base salary range of $115K120K
• We offer benefits and perks to our employees including but not limited to: comprehensive medical plans, including vision and dental, flexible PTO, paid family leave, education and wellness stipends, and (of course!) lots of gifts.