Customer Experience Manager
Miracle Moo provided pay range
This range is provided by Miracle Moo. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
About Us:
Are you ready to join a passionate team in a rapidly growing wellness brand? At Miracle Moo, we're on a mission to transform health with our best-in-class colostrum assortment. As we scale to new heights, we're looking for a Customer Experience Manager to lead our journey in delivering unparalleled customer joy across all touchpoints.
About the Role:
Your role will be pivotal in shaping the customer journey and ensuring every interaction with Miracle Moo leaves our customers delighted.
Reporting to our VP of Growth, you’ll oversee all aspects of Miracle Moo’s customer experience. In this role, you’ll manage a team of virtual assistants, lead CX resource planning, evaluate and introduce new CX software, and leverage AI to support scalability and quality of service.
Additionally, you’ll also oversee CX analytics and insights, manage our customer feedback loop, and partner with our organic social media manatee to build our Miracle Moo community.
The ideal candidate will be a strategic thought partner in CX across all channels and ensure continuous improvement in our products and services.
Key Responsibilities:
- Lead and manage the customer service team, including virtual assistants
- Develop and manage all customer service-related processes and protocols
- Develop and implement strategies to enhance customer experience across all channels (Tik Tok Shop, Shopify, Amazon)
- Oversee resource planning and scaling of the customer service team
- Evaluate and introduce new CX software and help desk solutions
- Integrate AI solutions to support customer service quality and scalability
- Analyze customer service metrics and provide insights to improve customer satisfaction
- Act as a thought partner in developing and executing CX strategies
- Build and manage the Miracle Moo community with the support of the organic social manager
- Gather and analyze customer feedback to develop insights to inform product and service improvements
Qualifications:
- Bachelor’s degree in Business Administration, Marketing, Communications, or related field
- 3+ years of experience in customer service management
- Proven experience managing customer service teams in a multi-channel environment
- Strong knowledge of CX software, help desk solutions, and AI applications in customer service
- Excellent analytical skills and the ability to interpret CX data and metrics
- Exceptional communication and leadership skills
- Ability to collaborate effectively with cross-functional teams
- Experience in e-commerce and familiarity with Shopify, Amazon, and TikTok Shops platforms
- Strong problem-solving skills and a customer-centric mindset
Preferred Qualifications:
- Experience in consumer-facing ecommerce
- Familiarity with building and managing online communities
- Proficiency in using customer feedback tools, reporting dashboard and software like ChatterMill or Delighted
Why Join Us:
- Opportunity to work with a passionate, highly motivated and dedicated team
- Be a part of a fast growing company in the health and wellness space
- Autonomy to influence and shape the customer experience strategy
- Competitive salary and benefits package
Compensation: $80,000 - $115,000
Diversity, Equity & Inclusion at Miracle Moo
As an Equal Employment Opportunity employer, Miracle Moo ensures fair and equal opportunities for all employees and applicants. We do not discriminate in hiring or terms and conditions of employment based on an individual’s age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender), gender identity, citizenship, disability, marital status, or any other category protected by state, federal, or local laws. We only hire individuals authorized for employment in the United States.
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Industries
Wellness and Fitness Services
Referrals increase your chances of interviewing at Miracle Moo by 2x
See who you knowGet notified about new Customer Experience Manager jobs in United States.
Sign in to create job alertSimilar jobs
People also viewed
-
Strategic Customer Success Manager
Strategic Customer Success Manager
-
Customer Success Manager
Customer Success Manager
-
Senior Customer Success Manager
Senior Customer Success Manager
-
Customer Success Manager
Customer Success Manager
-
Manager of Customer Success (Strategic)
Manager of Customer Success (Strategic)
-
Team Lead, CX
Team Lead, CX
-
Customer Success Manager
Customer Success Manager
-
Customer Success Manager, Gold Tier
Customer Success Manager, Gold Tier
-
Director of Customer Success
Director of Customer Success
-
Customer Success Manager
Customer Success Manager
Similar Searches
Explore collaborative articles
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
Explore More