{"id":2883122,"url":"https://alion.io/job/comfrt-b2b-customer-experience-manager","title":"B2B Customer Experience Manager","company":{"id":2047094,"name":"Comfrt","domain":"comfrt.com","url":"https://alion.io/company/comfrt","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":248},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-19T20:16:18Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-29T05:59:46Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About Us:\n Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing - we strive to build a community where everyone feels supported and seen. \nAbout the Job:\n We are looking for a customer-focused, highly organized B2B Customer Experience Manager to own and elevate the end-to-end experience for our business customers across bulk purchasing, corporate gifting, and wholesale retail marketplaces.\nThis role serves as the primary point of contact for business accounts, ensuring a seamless experience from initial inquiry and order placement through fulfillment, delivery, and post-purchase support. The ideal candidate combines exceptional customer service with strong operational execution, relationship management, and cross-functional collaboration to drive customer satisfaction, retention, and B2B revenue growth.\nResponsibilities:\n\nB2B Customer Experience & Account Support\nOwn the end-to-end customer experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers.\nServe as the primary point of contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations.\nBuild and maintain strong relationships with business customers through proactive communication, responsive service, and thoughtful problem-solving.\nDevelop a deep understanding of customer needs and deliver personalized solutions that support repeat business and long-term account retention.\nEstablish consistent service standards and communication workflows across all B2B customer touchpoints.\nWholesale, Bulk Ordering & Corporate Gifting\nManage the customer experience for wholesale, bulk, and corporate gifting programs, from inquiry and quote coordination through order fulfillment and delivery.\nCoordinate large-volume orders, gifting projects, recurring orders, special requests, and time-sensitive deliveries.\nPartner with Operations, Inventory, and Finance teams to confirm product availability, order accuracy, delivery timelines, and customer requirements.\nSupport custom order requests, gifting configurations, packaging requirements, gift messages, and other program-specific needs, as applicable.\nMonitor order progress and proactively communicate potential delays, inventory constraints, or fulfillment challenges.\nIdentify opportunities to improve program workflows, increase repeat purchases, and strengthen the overall B2B offering.\nWholesale Retail Marketplace Support\nOwn customer support for business accounts purchasing through wholesale retail marketplaces and other B2B ordering platforms.\nManage marketplace-related inquiries, order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims.\nEnsure orders and customer communications align with marketplace policies, service-level agreements, and operational requirements.\nMonitor account and order issues, identify recurring marketplace challenges, and coordinate resolutions with internal teams and platform partners.\nMaintain accurate customer, order, and case documentation to ensure visibility and timely follow-through.\nOrder Management & Operational Coordination\nOversee the B2B order lifecycle, ensuring accuracy and visibility from order submission through shipment and delivery.\nPartner cross-functionally with E-commerce, Operations, Finance, and Customer Experience to resolve issues and streamline processes.\nSupport order entry, quote coordination, invoicing questions, payment follow-ups, shipping arrangements, and account-specific requirements, as applicable.\nEstablish clear escalation processes for high-priority orders, fulfillment exceptions, and customer-impacting issues.\nIdentify operational bottlenecks and recommend improvements that reduce errors, minimize delays, and improve the customer experience.\nProcess Improvement & Performance Reporting\nDevelop and maintain SOPs, FAQs, customer communication templates, and workflows for wholesale, bulk ordering, corporate gifting, and marketplace support.\nTrack key performance indicators, including response times, resolution times, order accuracy, on-time delivery, customer satisfaction, repeat purchase rates, and issue trends.\nAnalyze customer feedback and support data to identify recurring problems and opportunities for improvement.\nProvide regular reporting on B2B customer experience performance, account needs, operational challenges, and program growth opportunities.\nSupport the development of scalable processes and tools as B2B programs and business account volume grow.\nQualifications:\n3-5+ years of experience in customer experience, account management, customer success, wholesale operations, e-commerce operations, or B2B customer support.\nExperience supporting business customers, wholesale accounts, bulk orders, corporate gifting programs, or retail marketplace operations.\nStrong understanding of order management, inventory coordination, shipping and fulfillment, and post-purchase support.\nExcellent written and verbal communication skills, with the ability to build trusted relationships with business customers.\nStrong project management and organizational skills, with the ability to manage multiple accounts, orders, and deadlines simultaneously.\nDemonstrated ability to troubleshoot issues, manage escalations, and coordinate solutions across multiple teams.\nProficiency with customer service platforms, order management systems, CRM tools, and spreadsheets.\nA proactive, detail-oriented mindset with a strong sense of ownership and accountability.\nNice to Have:\nExperience with wholesale marketplaces such as Faire or similar B2B retail platforms.\nExperience managing corporate gifting, employee gifting, client gifting, or seasonal gifting programs.\nFamiliarity with e-commerce platforms, ERP systems, inventory management tools, and shipping platforms.\nExperience building customer support workflows, documenting SOPs, and improving operational processes.\nExperience using customer service metrics and order data to drive business decisions.\nWhat Success Looks Like in One Year:\nB2B customer satisfaction and retention.\nTimely response and resolution of business account inquiries.\nOrder accuracy and on-time fulfillment for wholesale, bulk, and gifting orders.\nSuccessful execution of time-sensitive and high-volume orders.\nReduction in order issues, customer escalations, and preventable fulfillment errors.\nRepeat purchase rates and overall business account engagement.\nImproved operational efficiency and scalability of B2B customer support processes.\n Why Join Comfrt?\nBe part of a purpose-driven company that’s shaping the future of comfort and mental wellness.\nWork in a supportive, creative environment where your ideas and growth are valued.\nEnjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! \nJoin a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.\nComfort is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.","description_format":"text","description_chars":7360,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Growth opportunities","Health insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Apparel & Fashion Brands","Home Textiles & Bedding"],"lifecycle":[{"event":"open","at":"2026-10-19T23:24:38Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":9,"expected_fill_days":41,"reasons":["conf:4","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/comfrt-b2b-customer-experience-manager","json_url":"https://alion.io/job/comfrt-b2b-customer-experience-manager.json","meta":{"generated_at":"2026-10-29T06:04:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9259,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2047094},"rest":"https://alion.io/mcp/rest/get_company?id=2047094"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcomfrt-b2b-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcomfrt-b2b-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcomfrt-b2b-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/comfrt-b2b-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcomfrt-b2b-customer-experience-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2883122}},{"tool":"search_jobs","arguments":{"company":"comfrt.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2883122},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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