{"id":2228696,"url":"https://alion.io/job/talentpop-customer-experience-manager","title":"Customer Experience Manager","company":{"id":1834227,"name":"Talentpop","domain":"talentpop.co","url":"https://alion.io/company/talentpop","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["Miami, United States"],"countries":["US"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":{"min":38400,"max":38400,"currency":"USD","period":"year","gross":null,"usd_annual":38400},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Notion","optional":false},{"name":"Shopify","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-10T17:43:21Z","employer_posted_date":null,"last_verified_at":"2026-10-10T17:43:21Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"This a Full Remote job, the offer is available from: Africa, Asia, APAC, Philippines\nRole: Customer Experience Manager\nEmployment Type: Full-Time - TalentPop Managed Service\nLocation(s): Philippines + Africa\nSchedule / Time Zone Expectations:\nDays: Monday - Friday\n\nHours: 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible\n\nTalentPop Managed Service: This position is part of TalentPop’s Managed Services offering and will be dedicated exclusively to supporting Primal Harvest. The individual will work directly with Primal Harvest as an extension of their internal team, while TalentPop manages employment, HR support, and administrative operations.\nAbout Us - (Primal Harvest)\nPrimal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. Primal Harvest offers a range of supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care.\nAs a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018, with international hubs in Miami, Florida, USA and Cologne, Germany.\nAbout the Role\nAs the Customer Experience Manager, you will lead Primal Harvest's day-to-day CX operations across the U.S. and EU, ensuring customers receive timely, accurate, and brand-aligned support while improving customer retention. You will oversee support operations, escalations, BPO/vendor performance, QA, support workflows, AI-enabled tools, and customer feedback loops. The focus is not only on resolving customer issues, but on identifying root causes and improving the overall customer experience. This role reports to the Retention & Lifecycle Manager.\nEssential Functions\nOversee daily operations of the customer experience team to ensure effective resolution of customer inquiries and issues.\n\nDevelop and implement strategies to improve customer satisfaction and loyalty.\n\nMonitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement.\n\nTrain, coach, and mentor customer service representatives to uphold high standards of service.\n\nCollaborate cross-functionally to ensure the voice of the customer influences product and operational decisions.\n\nOversee outsourced/BPO support partners, including coverage, QA, SOP adherence, tone, and customer outcomes.\n\nOwn AI-enabled support tools and QA standards across internal support, outsourced support, and AI responses.\n\nOwn the annual CX/CS budget, workforce planning, and staffing recommendations across U.S. and EU support.\n\nPrimary Responsibilities\nManage and optimize the end-to-end customer experience across all channels, including email, chat, phone, IVR/SMS, social media DMs (including those handled outside Gorgias), and marketplace channels such as Amazon and Walmart (U.S. and EU).\n\nLead the internal customer support team and broader U.S. and EU support operations, and partner with the TalentPop team lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback.\n\nOversee BPO performance, hold regular vendor check-ins, and escalate recurring issues to vendor leadership as needed.\n\nTrack vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportunities without sacrificing quality or retention.\n\nOwn training and onboarding for new agents and team leads across internal, U.S., and EU teams, including training materials, product knowledge, and readiness assessments.\n\nEstablish, document, and improve processes, macros, tags, rules, automations, SOPs (in Notion), and help center/FAQ content.\n\nHandle escalated customer cases, and identify whether recurring escalations point to broader operational gaps.\n\nOversee AI-enabled support (chatbot and email automation), monitoring accuracy, containment, compliance, and quality; keep knowledge bases current as products and policies change.\n\nBuild and maintain QA standards; spot-check tickets, calls, reviews, and AI responses and drive corrective actions.\n\nPartner with Retention/Lifecycle on subscription experience (dunning, cancellations, billing, order edits, frequency changes).\n\nManage fraud, chargeback, and refund-abuse workflows with Finance, IT, and Operations, including customer follow-up and dispute strategy.\n\nOwn intake, tracking, and fulfillment of customer data privacy requests (access, deletion, opt-out) under GDPR and CCPA/CPRA, and maintain audit documentation.\n\nOwn Reviews.io workflows, including negative review follow-up and issue escalation.\n\nBuild a regular Voice of Customer reporting cadence, turning feedback into actionable insights for Marketing, Retention, Operations, Product, IT, and Finance.\n\nTrack and report CX KPIs, including ticket volume, backlog, SLA, first response time, resolution time, CSAT, QA accuracy, contact rate, escalation rate, refund trends, and AI containment, and connect them to retention, churn, and cost.\n\nOwn workforce planning, scheduling, and shift coverage (including weekends and extended hours), and recommend internal hiring, BPO staffing changes, and team structure.\n\nOwn the annual CX/CS budget, including tools, vendors, BPO support, and software, and build business cases for new tools or staffing.\n\nPartner with marketing and product teams to support product launches and campaigns with high-quality service.\n\nEnsure customer communications follow compliance guidelines for supplement and wellness product claims, including avoiding medical or diagnostic advice and knowing when to escalate.\n\nRequired Experience & Skills\n5+ years of experience in customer experience, CX operations, or customer support operations within direct-to-consumer (DTC) eCommerce brands, such as Shopify brands.\n\nStrong background in subscription or repeat-purchase DTC businesses.\n\nExperience managing both an internal support team and outsourced/BPO partners.\n\nDemonstrated track record of driving measurable improvements in CSAT, first response time, and other CX metrics.\n\nExperience using and optimizing AI CX tools (e.g., Kodif).\n\nHands-on experience with customer support platforms; Gorgias strongly preferred.\n\nExperience with Shopify flows and changes.\n\nExperience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content.\n\nStrong analytical skills to identify customer pain points and turn them into operational or cross-functional improvements.\n\nExcellent written and verbal English communication skills and strong judgment in sensitive customer situations.\n\nAbility to operate both strategically and tactically in a lean, fast-moving environment.\n\nPrior people management experience is required. This role is not a fit for candidates whose experience is limited to individual contributor or high-volume call center roles.\n\nAbility to work US Eastern Time business hours, with overlap with team members in South Africa and Europe.\n\nPreferred Experience & Skills\nExperience in the health and wellness, supplements, or CPG industry, including familiarity with compliance considerations around product claims.\n\nFamiliarity with remote or hybrid team management best practices.\n\nKnowledge of eCommerce platforms such as Shopify.\n\nAbility to speak a second language.\n\nHands-on experience with Gorgias.\n\nExperience with subscription eCommerce and subscription platforms such as Stay AI or Recharge.\n\nExperience with AI customer experience tools, such as AI chat platforms.\n\nAgency experience managing brand accounts.\n\nCurrent Tech Stack\nGorgias, Shopify, Kodif (AI chat), Stay AI, Reviews.io, and Notion\n\nIdeal Candidate\nYou’re scrappy, resourceful, proactive, and enjoy collaborating with others to solve problems.\n\nYou’re an experienced hands-on CX operations leader who can manage teams, systems, vendors, and processes, and who takes ownership of results.\n\nYou bring DTC eCommerce leadership experience, ideally in consumer packaged goods (CPG), beauty, wellness, or an agency environment.\n\nYou have hands-on experience in subscription or repeat-purchase businesses.\n\nYou’re comfortable learning new tools and finding ways to help your team work more effectively.\n\nYou stay calm and empathetic when handling escalations, and you know when an issue needs to be escalated further.\n\nBenefits\nHealthcare: Full-Time Agents (35+ Hours/week)\nHMO coverage (Currently for PH and Jamaica full-time agents, eligible after 90 days of active employment)\n\nAll agents outside of PH/Jamaica receive a $20 USD stipend every month as a medical allowance for HMO subsidy.\n\nPaid Time Off is accrued after 90 days of working with TalentPop\nYear 1: 8 hrs (1 day) of PTO is accrued for every 320 hours worked\n\nYear 2: 8 hrs (1 day) of PTO is accrued for every 160 hours worked\n\nHolidays:\nHoly Week (Two Paid Days of your choice) - If you wish to take additional time off, you will need to get approval from the client and it will be marked as unpaid leave.\n\nChristmas Eve\n\nChristmas Day\n\nNew Year’s Day\n\nNote: For those team members who are not from the Philippines, you will be awarded 2 additional floating days which can be used as Holiday Time Off.\n\nEqual Opportunity Employer Statement & Compliance Notice\nTalentPop is an Equal Opportunity Employer and is committed to fostering an inclusive, respectful, and equitable workplace environment for all applicants and team members.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, genetic information, marital status, military or veteran status, pregnancy, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.\nTalentPop is committed to providing reasonable accommodations throughout the recruiting, hiring, and employment process for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances, in accordance with applicable law. Applicants requiring accommodation may contact our team to request support during the application or interview process.\nTalentPop is committed to maintaining compliant, ethical, and transparent hiring practices in alignment with applicable employment laws, anti-discrimination regulations, privacy requirements, and recruiting standards. We encourage candidates to carefully review each job posting for role-specific employment details, work authorization requirements, compensation information, benefits eligibility, and hiring structure disclosures.\nBy applying to a position through TalentPop, applicants acknowledge that recruitment activities, communications, and candidate information may be processed for legitimate hiring and evaluation purposes in accordance with applicable privacy and data protection laws.","description_format":"text","description_chars":11016,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-10T17:43:21Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["seen:1","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":38400,"is_top_pay":false},"html_url":"https://alion.io/job/talentpop-customer-experience-manager","json_url":"https://alion.io/job/talentpop-customer-experience-manager.json","meta":{"generated_at":"2026-10-12T23:54:54Z","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":39302,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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":1834227},"rest":"https://alion.io/mcp/rest/get_company?id=1834227"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftalentpop-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%2Ftalentpop-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%2Ftalentpop-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/talentpop-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftalentpop-customer-experience-manager"}]}