Sr. Customer Experience Manager
Uproot Clean · United States
Sr. Manager of Customer Experience & Fulfillment
Location: Fully Remote, US
Job Type: Full-Time
Reports To: VP of Operations
About the role
We're hiring a Sr Manager of Customer Experience & Fulfillment to own and scale the post-purchase customer experience across support, fulfillment, returns, and automation.
You'll lead a team of 13+ across managers, team leads, and frontline support reps while overseeing customer experience across email, chat, and phone. You'll also work closely with our internal warehouse, 3PL, supply chain, and operations teams to make sure fulfillment issues are caught quickly, escalated appropriately, and solved at the source.
This is a performance ownership role. You'll own the systems, standards, people, and metrics behind the customer experience, not just the support queue.
A major part of the role is building an AI-first support organization that can scale without adding headcount at the same rate as volume. We want to automate repetitive, transactional interactions aggressively while protecting the human moments that actually matter.
Automate the ordinary. Humanize the extraordinary.
Ideal Background
The strongest candidates for this role have led customer experience or support teams inside high-growth DTC/ecommerce businesses, ideally with meaningful order volume and operational complexity. You operated against clear service-level and customer satisfaction targets, and used data to diagnose what is actually driving performance.
You're comfortable getting into the details when needed, but your default is to build systems and leaders that keep the operation running without you becoming the bottleneck.
You likely come from an environment where customer support, fulfillment, refunds, shipping issues, and ecommerce operations are tightly connected.
Strong signals:
Led a customer support or CX team of 5–10+ people, ideally through team leads or managers
Managed high-volume DTC/ecommerce customer support
Shopify experience
Experience operating against CSAT, first response time, SLA, and QA targets
Built dashboards and reporting independently
Hands-on experience implementing AI, automation, or self-service workflows
Experience improving support efficiency without relying primarily on additional headcount
Comfortable working across support, fulfillment, warehouse, and operations teams
Experience holding internal teams or external partners accountable to service standards
What you'll do
Customer Experience Operations
Lead customer support across email, chat, and phone, supporting approximately 20,000 customer interactions per month.
Manage and develop managers, team leads, and frontline reps across a remote international team.
Own performance across first human response time, CSAT, SLA adherence, QA, and other core support metrics.
Build clear operating rhythms across reporting, coaching, escalations, and performance management.
Stay close enough to the operation to understand what customers are experiencing without becoming the person who has to personally solve every issue.
Maintain high service standards across a seven-day support operation.
AI & Automation
Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools we adopt.
Identify repetitive contacts that can be automated, eliminated, or shifted to self-service.
Build, test, and improve AI workflows based on actual customer outcomes, not just automation rate.
Push toward automating the large majority of routine customer interactions without creating a worse customer experience.
Establish clear guardrails for situations where human judgment is required, including legal issues, complex escalations, and emotionally sensitive customer interactions.
Continuously evaluate new tools and workflows that allow the team to support more volume without proportional headcount growth.
Fulfillment & Post-Purchase
Oversee the customer-facing performance of our internal warehouse and 3PL.
Monitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and other customer-impacting issues.
Hold partners accountable to agreed service levels and escalate recurring operational problems.
Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.
Oversee returns, refunds, reships, and service recovery processes.
Support customer inquiries related to wholesale and drop-ship orders.
Ensure major customer-impacting operational issues are identified quickly and communicated clearly.
Performance & Reporting
Build and maintain reporting across customer experience and fulfillment performance.
Track trends across first response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations.
Diagnose why performance changes instead of reacting only to the top-line metric.
Identify operational leaks and turn them into clear action plans.
Use data to determine where we need better automation, better processes, better coaching, or stronger partner accountability.
What we're looking for
DTC/ecommerce experience is required: You understand the realities of physical-product ecommerce, including shipping, returns, refunds, fulfillment issues, and high-volume customer support.
Strong analytical chops: You can build your own reporting, identify patterns, diagnose root causes, and turn data into action.
Hands-on AI and automation experience: You've actually built, implemented, or improved workflows using AI or automation. Curiosity alone isn't enough.
Experience managing against clear KPIs: You know how to improve CSAT, first response time, SLA performance, QA, and productivity without gaming the numbers.
Strong operational judgment: You know when to solve a customer issue immediately and when to fix the underlying system creating the issue.
Comfort with accountability: You can coach, develop, and make hard calls when performance isn't where it needs to be.
Cross-functional ownership: You don't stop at "that's another team's problem" when the issue is impacting the customer.
Comfort operating in a messy environment: You can build while the business is moving, make decisions with imperfect information, and improve systems as you go.
Strong written and verbal communication: You can communicate clearly with frontline teams, leadership, external partners, and customers when needed.
Nice to have
Gorgias experience
Yuma or similar AI support experience
ShipHero or other WMS experience
Recharge experience
3PL experience
Returns operations experience
Experience launching or scaling phone and live-chat support
Wholesale or retail customer support experience
Experience managing international remote teams
This role is not for you if
You think customer experience is primarily about managing a ticket queue
Your first answer to increased volume is adding more people
You are resistant to AI or automation
You need someone else to pull or interpret the data for you
You avoid difficult performance conversations
You are comfortable repeatedly fixing symptoms instead of solving root causes
You see fulfillment or warehouse issues as outside your responsibility because another team owns the function
You need mature systems and perfectly documented processes before you can be effective
Work Requirements
⏰ Schedule: Monday-Friday, 8:00 AM - 5:00 PM EST
💻 Workspace: Fixed, professional setup with reliable internet and a backup plan.
📊 Output: Consistent reporting, fast problem escalation, strong management rhythms, and measurable improvements across CX and fulfillment performance.
Benefits & Compensation
Competitive base salary
Fully remote
Paid time off
Flex days. Enjoy an extra quarterly day off to unwind and recharge
Health, dental, and vision insurance
Ownership & autonomy: trusted to build and execute strategy
Professional development: opportunities to learn and grow with the business
Ready to Apply?
If you've led high-volume ecommerce customer experience teams, know how to turn data into better operations, are excited about using AI to scale support, and want ownership across both CX and fulfillment, apply now.
Be prepared to tell us about something you have personally built, automated, redesigned, or scaled and the measurable impact it had.