Job Title: Customer Experience (CX) Manager
Location：North Carolina / California / Illinois (Remote/Hybrid)
Employment Type: Full-time
About Us
CWILL (pronounced “quill”) is a leading eCommerce SaaS company trusted by 30,000+ Shopify & DTC brands worldwide. Our post-purchase and retention suite of tools — including order tracking, returns, shipping protection, reviews, loyalty, referrals, and AI-powered growth tools — helps merchants reduce support costs, recover revenue, and turn one-time buyers into loyal customers.
Role Overview
We are looking for a Customer Experience (CX) Manager to lead our global customer service operations. This role is critical to ensuring that our merchants consistently receive fast, high-quality, and human support across multiple regions and languages.
You will oversee QA and training for support teams, design scalable service processes, and work cross-functionally with Product, Success, and Operations to align customer service with broader business goals.
Key Responsibilities
Customer Service Leadership
- Oversee day-to-day operations of global customer service teams (covering different time zones and languages).
- Establish and maintain KPIs (response time, resolution time, CSAT, first-contact resolution, etc.).
- Ensure a 24/7 high-quality service experience for all merchants.
Quality Assurance (QA)
- Build and maintain a global QA framework to monitor and evaluate service quality.
- Regularly audit tickets, chats, and calls for quality and consistency.
- Provide actionable feedback to agents and managers.
Training & Enablement
- Develop onboarding and continuous training programs for new and existing support staff.
- Collaborate with Product and CSM teams to update training materials when new features are released.
- Create a knowledge base and internal resources to improve agent efficiency.
Process & Tooling
- Standardize global service processes to ensure consistency and scalability.
- Implement and optimize customer service platforms (e.g., Zendesk, Intercom, Gorgias).
- Identify and roll out automation opportunities without sacrificing the human touch.
Cross-functional Collaboration
- Work closely with Customer Success, Marketing, and Product to close the loop on customer feedback.
- Serve as the “Voice of the Customer” in company-wide discussions.
Requirements
- Bachelor’s degree or higher in Business, Communications, or related field.
- 2+ years of experience managing customer service or CX operations in SaaS or eCommerce.
- Proven track record of running global or multi-regional support teams.
- Strong background in QA frameworks and customer service training programs.
- Familiarity with customer service tools (Zendesk, Intercom, Gorgias, or similar).
- Excellent analytical and reporting skills (CSAT, NPS, resolution metrics).
- Strong leadership, communication, and stakeholder management skills.
- Self-starter, able to build frameworks from scratch in a fast-scaling SaaS environment.
What We Offer
- Competitive compensation and performance-based bonuses.
- Ownership of the entire global customer service function.
- Opportunity to design and scale processes from the ground up.
- Work in a global SaaS team shaping the future of post-purchase experiences.
