Customer Experience Manager

• Lead Primal Harvest’s day-to-day customer experience operations across the U.S. and EU
• Oversee customer support operations, escalations, BPO/vendor performance, QA, workflows, AI-enabled tools, and customer feedback loops
• Manage customer experience across email, chat, phone, IVR/SMS, social media DMs, Amazon, and Walmart channels
• Lead internal support teams and coordinate with TalentPop team leads, agents, and the Customer Success Manager
• Oversee BPO performance, vendor check-ins, contracts, pricing, renewals, and service levels
• Train and onboard agents and team leads across internal, U.S., and EU teams
• Establish and improve processes, macros, tags, rules, automations, SOPs, and help center content
• Handle escalated customer cases and identify broader operational gaps
• Monitor AI chatbot and email automation accuracy, compliance, containment, and quality
• Build QA standards, spot-check interactions, and drive corrective actions
• Partner on subscription experience, fraud, chargebacks, refunds, and data privacy requests under GDPR and CCPA/CPRA
• Own Reviews.io workflows and Voice of Customer reporting
• Track CX KPIs and connect performance to retention, churn, and cost
• Own workforce planning, staffing recommendations, and annual CX/CS budget
• Support product launches and campaigns
• Ensure customer communications comply with supplement and wellness product-claim guidelines
• Report to the Retention & Lifecycle Manager

• 5+ years of experience in customer experience, CX operations, or customer support operations within DTC eCommerce brands, including Shopify brands
• Strong background in subscription or repeat-purchase DTC businesses
• Experience managing internal support teams and outsourced/BPO partners
• Demonstrated improvements in CSAT, first response time, and other CX metrics
• Experience using and optimizing AI CX tools such as Kodif
• Hands-on customer support platform experience; Gorgias strongly preferred
• Experience with Shopify flows and changes
• Experience building and maintaining SOPs, macros, QA processes, escalation paths, and help center content
• Strong analytical skills for identifying customer pain points and driving operational or cross-functional improvements
• Excellent written and verbal English communication skills
• Ability to work strategically and tactically in a lean, fast-moving environment
• Prior people management experience required
• Ability to work US Eastern Time business hours with overlap with South Africa and Europe
• Familiarity with health and wellness, supplements, or CPG compliance considerations is preferred
• Knowledge of Shopify is preferred
• Ability to speak a second language is preferred
• Experience with subscription platforms such as Stay AI or Recharge is preferred
• Agency experience managing brand accounts is preferred

• HMO coverage for eligible full-time agents in the Philippines and Jamaica after 90 days of active employment
• $20 USD monthly medical allowance for agents outside the Philippines/Jamaica
• Paid time off accrued after 90 days with TalentPop
• Year 1 PTO: 8 hours accrued for every 320 hours worked
• Year 2 PTO: 8 hours accrued for every 160 hours worked
• Two paid Holy Week days of choice
• Christmas Eve, Christmas Day, and New Year’s Day holidays
• Two additional floating holiday days for team members outside the Philippines
• Remote work arrangement