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TalentPop
TalentPop
501 – 1.000 Angajați
B2BComerț electronicRecrutare
TalentPop este o companie de recrutare și externalizare cu servicii gestionate, care deservește branduri de comerț electronic și alte mărci adresate consumatorilor, prin specialiști instruiți care lucrează de la distanță. Echipele sale oferă suport pentru servicii clienți, asistență executivă, marketing, marketing prin influenceri, vânzări în comerțul electronic și funcții de concierge pentru branduri, ajutând companiile să își extindă serviciile pentru clienți, activitățile de marketing și operațiunile de zi cu zi. TalentPop colaborează cu branduri din sectoare precum comerțul electronic, retailul, software-ul ca serviciu, frumusețea și starea de bine, tehnologia financiară, precum și turismul și ospitalitatea.
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Locurile de muncă ale companiei

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.

GHGhanaKEKenyaPHFilipineZAAfrica de Sud
17 $ – 19 $ / oră
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAsistență clienți

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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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