Customer Experience Manager

Ka'Chava is seeking a Customer Experience Manager to serve as the operational backbone of their Customer Experience department. This role involves managing the customer support team, ensuring performance metrics are met, and acting as the internal voice of the customer to drive improvements across the organization.

Responsibilities:

• Serve as the day-to-day point of contact for Ka'Chava's customer support team - managing workflows, quality, capacity, and priorities
• Ensure the team is equipped with current macros, messaging guidance, product information, and escalation protocols; own the process of keeping that documentation current
• Conduct regular QA reviews of ticket handling, response quality, and macro adherence - identifying gaps and driving improvement through training or workflow updates
• Manage ticket volume forecasting and staffing alignment with the vendor, flagging capacity risks ahead of high-volume periods (launches, promotions, seasonality)
• Own the vendor relationship operationally - regular check-ins, performance reviews, and escalation of systemic issues to the Sr. Director
• Own weekly, monthly, and quarterly CS performance reporting - covering CSAT, first response time, resolution time, ticket volume by category, and cancel/save outcomes
• Maintain dashboards that give internal stakeholders clear visibility into CX health without needing to dig into the support platform themselves
• Track trends over time and surface meaningful shifts - not just what the numbers are, but what they mean and what's driving them
• Report into Sr. Director with a regular pulse on CS performance, with clear flags when metrics are trending in the wrong direction
• Act as the internal voice of the customer - synthesizing support ticket trends into clear, actionable summaries for relevant teams (Supply Chain, Product Marketing, Brand, Tech, etc.)
• Identify when customer-reported issues rise to the level of a broader business problem - product defects, fulfillment errors, site bugs, messaging misalignment and ensure they are escalated with appropriate urgency and documentation
• Build and maintain a clear escalation framework: what gets flagged, to whom, how fast, and in what format, so internal teams receive consistent, useful signal rather than noise
• Close the loop with internal stakeholders after scalations are resolved, confirming corrective actions have been taken and monitoring for recurrence
• Partner with CRM and Lifecycle teams to ensure customer complaints and cancellation reasons are feeding into retention strategy and macro development
• Own the CX macro library - auditing existing macros for quality, tone, and retention-focus; flagging outdated or underperforming macros for revision; writing or coordinating new macros as needed
• Maintain SOPs for the outsourced team covering common scenarios, escalation paths, refund/reshipment policies, and save offer guidelines
• Partner with the CRM Technology team on CX tooling needs - ensuring the support platform (Zendesk) is integrated with Recharge and Klaviyo to give agents the subscriber context they need
• Identify operational inefficiencies and propose process improvements that reduce handle time, improve first-contact resolution, or improve save rates

Requirements:

• 4+ years in customer experience, customer support operations, or a closely related role
• Experience managing people and coordinating with an outsourced or BPO support team
• Strong analytical skills - comfortable building reports, interpreting ticket data, and communicating trends to non-CX audiences
• Excellent written communication skills; able to write clear, on-brand macro copy and crisp internal escalation summaries
• Highly organized with a bias toward building systems, documentation, and repeatable processes
• Comfortable working cross-functionally - this role requires trust from Supply Chain, Marketing, Tech, and Finance, not just the CX team