Customer Experience Manager

TalentPop

. Lead Primal Harvest’s day-to-day customer experience operations across the U.S.

Posted 10/10/2026full-timeRemote • Philippines, Ghana, South Africa, KenyaMid-LevelSenior💰 $17 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience operations, managing internal and outsourced teams, and optimizing AI-enabled tools to enhance customer satisfaction and operational efficiency. Proficient in developing SOPs, QA processes, and performance metrics to drive improvements in customer support across various channels.

Highest-signal resume keywords

Customer Experience OperationsAI CX Tools OptimizationTeam ManagementSOP DevelopmentDTC eCommerce Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support OperationsCSAT ImprovementData AnalysisSubscription ManagementWorkflow Automation

Soft Skills

Excellent CommunicationStrategic ThinkingAnalytical SkillsProblem SolvingPeople Management

Tools & Technologies

GorgiasShopifyKodifStay AIRecharge

Industry Keywords

DTC eCommerceHealth and WellnessCPG ComplianceCustomer FeedbackGDPR Compliance

About the role

Key responsibilities & impact

Lead Primal Harvest’s day-to-day customer experience operations across the U.S. and EU
Oversee customer support operations, escalations, BPO/vendor performance, QA, workflows, AI-enabled tools, and customer feedback loops
Manage customer experience across email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels
Lead internal support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager
Oversee BPO performance, vendor check-ins, contracts, pricing, renewals, and service levels
Train and onboard agents and team leads across internal, U.S., and EU teams
Establish and improve processes, macros, tags, rules, automations, SOPs, and help center content
Handle escalated customer cases and identify broader operational gaps
Monitor AI chatbot and email automation accuracy, compliance, containment, and quality
Build QA standards, spot-check interactions, and drive corrective actions
Partner on subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA
Own Reviews.io workflows and Voice of Customer reporting
Track CX KPIs and connect performance to retention, churn, and cost
Own workforce planning, staffing recommendations, and annual CX/CS budget
Support product launches and campaigns
Ensure customer communications comply with supplement and wellness product-claim guidelines
Report to the Retention & Lifecycle Manager

Requirements

What you’ll need

5+ years of experience in customer experience, CX operations, or customer support operations within DTC eCommerce brands, including Shopify brands
Strong background in subscription or repeat-purchase DTC businesses
Experience managing internal support teams and outsourced/BPO partners
Demonstrated improvements in CSAT, first response time, and other CX metrics
Experience using and optimizing AI CX tools such as Kodif
Hands-on customer support platform experience; Gorgias strongly preferred
Experience with Shopify flows and changes
Experience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content
Strong analytical skills for identifying customer pain points and driving operational or cross-functional improvements
Excellent written and verbal English communication skills
Ability to work strategically and tactically in a lean, fast-moving environment
Prior people management experience required
Ability to work US Eastern Time business hours with overlap with South Africa and Europe
Familiarity with health and wellness, supplements, or CPG compliance considerations is preferred
Knowledge of Shopify is preferred
Ability to speak a second language is preferred
Experience with subscription platforms such as Stay AI or Recharge is preferred
Agency experience managing brand accounts is preferred

Benefits

Comp & perks

HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment
$20 USD monthly medical allowance for agents outside the Philippines/Jamaica
Paid time off accrued after 90 days with TalentPop
Year 1 PTO: 8 hours accrued for every 320 hours worked
Year 2 PTO: 8 hours accrued for every 160 hours worked
Two paid Holy Week days of choice
Christmas Eve, Christmas Day, and New Year’s Day holidays
Two additional floating holiday days for team members outside the Philippines
Remote work arrangement