Customer Experience Manager
Remote (working U.S. Eastern hours)
Compensation: $2,500–$3,500 USD/month, based on experience
Full-time, Monday–Friday, 9 a.m.–6 p.m. Eastern, with a lunch break
Tools: E-commerce platforms, customer support software, subscription tools, and AI support tools
At Near, we connect top talent in Latin America with remote opportunities at U.S.-based companies.
About the Company
Our client is a growing U.S.-based consumer brand with an e-commerce and subscription business. The team is focused on delivering thoughtful, consistent customer support.
About the Role
We’re looking for a hands-on Customer Experience Manager to run daily support operations, coach a junior teammate, and improve the systems behind the customer experience. This is an operator-builder role, not a large-team management position.
You Will
Coach one customer support teammate, review ticket quality, and handle complex escalations.
Review AI-generated responses and improve support guidance.
Build and maintain workflows, automations, SOPs, and knowledge bases.
Build dashboards and report on CX metrics, including response and resolution times, CSAT, and NPS.
Share customer trends with other teams and help resolve recurring operational issues.
Provide ticket support on the team’s peak-volume day.
About You
Your Background
5+ years in customer support, with experience coaching a junior teammate.
Experience in e-commerce, DTC, or a subscription-based business.
Experience improving workflows and SOPs and building CX dashboards.
Strong working knowledge of an e-commerce platform and a modern helpdesk.
Comfortable working with AI support tools.
Proactive, analytical, and a clear written communicator.
Nice to Have
Experience in health, wellness, or a related consumer category.
Familiarity with subscription billing tools, APIs, or SQL.
Compensation & Benefits
$2,500–$3,500 USD/month, based on experience
Unlimited/flexible PTO
Professional development stipend
Product benefit