Manager of Customer Experience

The Digital Stronghold is looking for a Manager of Customer Experience to be the keeper of consumer happiness. This individual defines how Taylor Stitch engages with its community through support channels and community building efforts. They are at the core of how we surprise and delight customers to keep our loyal friends coming back, and bringing more into the fold.

The Manager of CX leads a multi-faceted day, where decision-making, coaching, critical thinking, communicating, and organizing are crucial qualities to have as an individual with ownership over the Taylor Stitch experience. As a team-player, the Manager of CX will regularly collaborate and liaise with marketing, inventory planning, front-end web development, and product teams. This position is unique in that it requires both creative and operational muscle to excel - a healthy balance of art and science!

What You'll Be Doing

• Deliver an exceptional consumer experience: Lead a team of CX pros in winning the hearts and minds of our consumers through outstanding experiences that establish trust and loyalty.
• Build a best-in-class service team: Foster and encourage a positive environment of outstanding teamwork.
• Analyzing consumer data: Routinely monitor and synthesize consumer feedback, communicating findings to the product and inventory planning teams to better inform product development and buying strategy.
• Connecting with customers: Find unique and innovative ways to connect with consumers beyond service tickets. Whether with weekly email newsletters, proactive outreach, or community building efforts.
• Ensuring operational excellence: Help ensure that the consumer experience is frictionless and efficient.
• Always innovating: Stay current on service and loyalty trends to evolve the consumer journey in engaging ways.

Key Responsibilities

• Manage and support the customer service team (internal and Wrrk), including training, staffing, and handling Tier 2 and 3 escalations.
• Own customer service tools and channels, including AI/chat, phones, returns platform, NoFraud, and FAQs.
• Define and maintain customer policies (returns, refunds, exchanges, price matching, guarantees, etc.).
• Monitor and report on CX metrics (NPS, CSAT) and lead continuous improvement efforts.
• Manage loyalty and VIP programs through Yotpo, including content, rewards, and issue resolution.
• Collaborate cross-functionally to share customer insights and support omnichannel experience goals.
• Ensure compliance with customer data privacy requests and audit high-value loyalty actions.

Requirements

• 3-5 years of relevant CX experience
• Expertise in Gorgias, Shopify, Loop, and Klaviyo
• Experience leading a team of CX professionals
• Ability to analyze data, communicate key insights, and develop an action plan
• Creative, innovative, and eager to test and learn from new ideas
• Excellent communication skills in all channels
• Applicants must be currently authorized to work in the United States.