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TalentPop
TalentPop
501 – 1,000 Employees
B2BeCommerceRecruitment
TalentPop is a managed staffing and outsourcing company serving e-commerce and other consumer-facing brands with trained remote specialists. Its teams support customer service, executive assistance, marketing, influencer marketing, e-commerce sales, and brand concierge functions, helping businesses expand their customer support, marketing, and day-to-day operations. TalentPop works with brands across sectors including e-commerce, retail, SaaS, beauty and wellness, fintech, and travel and hospitality.
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Senior Customer Experience Manager, DTC Ecommerce

Lead customer support and retention operations for Primal Harvest’s direct-to-consumer wellness business across U.S. and European markets. The role oversees support teams, BPO partners, AI tools, quality, and customer experience channels.

GHGhanaKEKenyaPHPhilippinesZASouth Africa
$17 – $19 / hour
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer Support

Description

  • Run Primal Harvest’s daily customer experience operations across the U.S. and Europe.
  • Oversee support operations, escalations, outsourced partner performance, quality assurance, workflows, AI tools, and customer feedback.
  • Manage customer support across email, chat, phone, IVR and SMS, social media messages, Amazon, and Walmart.
  • Lead in-house support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager.
  • Manage outsourced partner performance, vendor reviews, contracts, pricing, renewals, and service levels.
  • Train and onboard agents and team leads across internal, U.S., and European teams.
  • Develop and refine processes, macros, tags, rules, automations, SOPs, and help center content.
  • Resolve escalated customer cases and uncover wider operational issues.
  • Review AI chatbot and email automation accuracy, compliance, containment, and quality.
  • Set quality standards, audit customer interactions, and lead corrective actions.
  • Coordinate subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA.
  • Manage Reviews.io processes and Voice of Customer reporting.
  • Monitor customer experience KPIs and relate performance to retention, churn, and cost.
  • Plan workforce needs, recommend staffing levels, and manage the annual CX and customer support budget.
  • Support product launches and marketing campaigns.
  • Ensure customer messaging follows claims guidelines for supplements and wellness products.
  • Report to the Retention & Lifecycle Manager.

Requirements

  • At least five years in customer experience, CX operations, or customer support operations for direct-to-consumer ecommerce brands, including Shopify businesses.
  • Substantial experience with subscription or repeat-purchase direct-to-consumer businesses.
  • Experience managing in-house support teams and outsourced or BPO partners.
  • A record of improving CSAT, first response time, and other customer experience measures.
  • Experience using and improving AI customer experience tools such as Kodif.
  • Practical experience with customer support platforms; Gorgias is strongly preferred.
  • Experience managing Shopify flows and changes.
  • Experience creating and maintaining SOPs, macros, quality processes, escalation paths, and help center content.
  • Strong analytical ability to identify customer pain points and drive operational or cross-functional improvements.
  • Excellent spoken and written English.
  • Ability to balance strategic and hands-on work in a lean, fast-moving environment.
  • Previous people management experience.
  • Availability to work U.S. Eastern Time business hours, with overlap with South Africa and Europe.
  • Familiarity with compliance considerations in health and wellness, supplements, or CPG is preferred.
  • Shopify knowledge is preferred.
  • A second language is preferred.
  • Experience with subscription platforms such as Stay AI or Recharge is preferred.
  • Agency experience managing brand accounts is preferred.

Benefits

  • HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment.
  • A $20 monthly medical allowance for agents outside the Philippines and Jamaica.
  • Paid time off accrued after 90 days with TalentPop.
  • In the first year, accrue 8 hours of PTO for every 320 hours worked.
  • In the second year, accrue 8 hours of PTO for every 160 hours worked.
  • Choose two paid days off during Holy Week.
  • Christmas Eve, Christmas Day, and New Year’s Day as holidays.
  • Two additional floating holidays for team members outside the Philippines.
  • Remote work arrangement.

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