Payroll Support Specialist maintaining payroll data, audits, reports, and employee service requests. Supporting accurate payroll operations for a North American pet health company.
About the role
- Senior Customer Experience Manager scaling DTC ecommerce support, fulfillment, and AI automation. Leading international teams and improving customer operations through data-driven systems.
Responsibilities
- 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
Requirements
- DTC/ecommerce experience required, including shipping, returns, refunds, fulfillment issues, and high-volume customer support
- Experience leading customer support or customer experience teams of 5–10+ people, ideally through team leads or managers
- Experience managing high-volume DTC/ecommerce customer support
- Shopify experience
- Experience operating against CSAT, first response time, SLA, and QA targets
- Ability to build dashboards and reporting independently
- Hands-on experience implementing AI, automation, or self-service workflows
- Experience improving support efficiency without primarily adding headcount
- Experience working across support, fulfillment, warehouse, and operations teams
- Experience holding internal teams or external partners accountable to service standards
- Strong analytical skills and ability to diagnose root causes and turn data into action
- Experience building, implementing, or improving AI or automation workflows
- Experience managing against clear KPIs, including CSAT, first response time, SLA performance, QA, and productivity
- Strong operational judgment
- Ability to coach, develop, and make difficult performance decisions
- Cross-functional ownership mindset
- Ability to operate in a changing environment with imperfect information
- Strong written and verbal communication skills
- Fixed, professional workspace with reliable internet and a backup plan
- Availability Monday–Friday, 8:00 AM–5:00 PM EST
- Gorgias experience, Yuma or similar AI support experience, ShipHero or other WMS experience, Recharge experience, 3PL experience, returns operations experience, phone and live-chat support scaling, wholesale or retail customer support experience, and international remote team management are nice to have
Benefits
- Competitive base salary
- Fully remote
- Paid time off
- Flex days: an extra quarterly day off
- Health, dental, and vision insurance
- Ownership and autonomy to build and execute strategy
- Professional development opportunities
- Remote work arrangement
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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