uprootclean

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customer-support

uprootclean is an online retail brand that sells cleaning and grooming essentials for pet households. The site’s merchandising emphasizes pet hair and lint removers, a 7-in-1 grooming/vacuum brush, laundry products formulated for homes with pets, pet wipes, and general pet-care accessories — marketed directly to pet owners via an e-commerce storefront with promotions, free-shipping thresholds, a blog, influencer program, and store-locator features.

• Own and scale the post-purchase customer experience across support, fulfillment, returns, and automation
• Lead a team of 13+ across managers, team leads, and frontline support representatives
• Lead support across email, chat, and phone for approximately 20,000 customer interactions monthly
• Manage and develop managers, team leads, and frontline representatives across a remote international team
• Own first human response time, CSAT, SLA adherence, QA, and other support metrics
• Establish operating rhythms for reporting, coaching, escalations, and performance management
• Maintain service standards across a seven-day support operation
• Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools
• Identify contacts for automation, elimination, or self-service
• Build, test, and improve AI workflows based on customer outcomes
• Establish guardrails for legal issues, complex escalations, and emotionally sensitive interactions
• Evaluate tools and workflows to support more volume without proportional headcount growth
• Oversee customer-facing performance of the internal warehouse and 3PL
• Monitor fulfillment SLAs, shipping delays, order exceptions, mis-picks, damages, lost shipments, and related issues
• Hold partners accountable to service levels and escalate recurring operational problems
• Work with supply chain and warehouse teams to resolve root causes
• Oversee returns, refunds, reships, and service recovery
• Support wholesale and drop-ship customer inquiries
• Build and maintain customer experience and fulfillment reporting
• Track response time, CSAT, SLA, automation, contact volume, repeat contacts, refunds, reships, and escalations
• Diagnose performance changes and identify operational leaks
• Convert findings into action plans involving automation, processes, coaching, or partner accountability
• Report to the VP of Operations

Senior Customer Experience Manager

Senior Customer Experience Manager scaling DTC ecommerce support, fulfillment, and AI automation. Leading international teams and improving customer operations through data-driven systems.

uprootclean

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Senior Customer Experience Manager

uprootclean