ShipMonk

Client Experience Manager

Pittston, Pennsylvania, United States

Sponsorship not specifiedDetected 15 days ago

SalesforceLogisticsZendeskIntercomResearchLeadershipCommunicationMentoring

About the role

This is a hands-on leadership role where operational excellence meets people development.
If you're passionate about service quality, thrive in fast-paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge.
Run daily stand-ups, monthly reviews, and quarterly performance planning.

We provide hands-on, "mom and pop" support with a global reach.
Own the Metrics. Build the Team.
Own daily, weekly, and monthly support metrics for your team - resolved cases, CSAT, first response time (FRT), cost per unit, and more.
Train, develop, and elevate a team of support pros who can thrive in a high-growth, high-expectation environment.
Deliver clear goals, timely feedback, and structured development paths.
Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey.
Use feedback loops to identify support trends, gaps, and opportunities for automation or efficiency.
Build Systems that Scale
Help shape the playbooks and scorecards that define how we deliver excellence.
Be a voice in cross-functional forums - what happens in support impacts the whole business.

We're looking for a Pittston, PA based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support.

We challenge the status quo, constantly innovating and improving.
ShipMonk is an equal opportunity employer.
We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This listing is sourced directly from ShipMonk's careers page and normalized into a canonical job model.