Customer Experience Manager

Role: Customer Experience Manager

Employment Type: Full-Time - TalentPop Managed Service

Location(s): Philippines + Africa

Schedule / Time Zone Expectations:

• Days : Monday - Friday

• Hours : 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible

TalentPop Managed Service: This position is part of TalentPop ’s Managed Services offering and will be dedicated exclusively to supporting Primal Harvest. The individual will work directly with Primal Harvest as an extension of their internal team, while TalentPop manages employment, HR support, and administrative operations.

About Us - (Primal Harvest)

Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. Primal Harvest offers a range of supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care.

As a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018, with international hubs in Miami, Florida, USA and Cologne, Germany.

About the Role

As the Customer Experience Manager, you will lead Primal Harvest's day-to-day CX operations across the U.S. and EU, ensuring customers receive timely, accurate, and brand-aligned support while improving customer retention. You will oversee support operations, escalations, BPO/vendor performance, QA, support workflows, AI-enabled tools, and customer feedback loops. The focus is not only on resolving customer issues, but on identifying root causes and improving the overall customer experience. This role reports to the Retention & Lifecycle Manager.

Essential Functions

• Oversee daily operations of the customer experience team to ensure effective resolution of customer inquiries and issues.

• Develop and implement strategies to improve customer satisfaction and loyalty.

• Monitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement.

• Train, coach, and mentor customer service representatives to uphold high standards of service.

• Collaborate cross-functionally to ensure the voice of the customer influences product and operational decisions.

• Oversee outsourced/BPO support partners, including coverage, QA, SOP adherence, tone, and customer outcomes.

• Own AI-enabled support tools and QA standards across internal support, outsourced support, and AI responses.

• Own the annual CX/CS budget, workforce planning, and staffing recommendations across U.S. and EU support.

Primary Responsibilities

• Manage and optimize the end-to-end customer experience across all channels, including email, chat, phone, IVR/SMS, social media DMs (including those handled outside Gorgias), and marketplace channels such as Amazon and Walmart (U.S. and EU).

• Lead the internal customer support team and broader U.S. and EU support operations, and partner with the TalentPop team lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback.

• Oversee BPO performance, hold regular vendor check-ins, and escalate recurring issues to vendor leadership as needed.

• Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportunities without sacrificing quality or retention.

• Own training and onboarding for new agents and team leads across internal, U.S., and EU teams, including training materials, product knowledge, and readiness assessments.

• Establish, document, and improve processes, macros, tags, rules, automations, SOPs (in Notion), and help center/FAQ content.

• Handle escalated customer cases, and identify whether recurring escalations point to broader operational gaps.

• Oversee AI-enabled support (chatbot and email automation), monitoring accuracy, containment, compliance, and quality; keep knowledge bases current as products and policies change.

• Build and maintain QA standards; spot-check tickets, calls, reviews, and AI responses and drive corrective actions.

• Partner with Retention/Lifecycle on subscription experience (dunning, cancellations, billing, order edits, frequency changes).

• Manage fraud, chargeback, and refund-abuse workflows with Finance, IT, and Operations, including customer follow-up and dispute strategy.

• Own intake, tracking, and fulfillment of customer data privacy requests (access, deletion, opt-out) under GDPR and CCPA/CPRA, and maintain audit documentation.

• Own workflows, including negative review follow-up and issue escalation.

• Build a regular Voice of Customer reporting cadence, turning feedback into actionable insights for Marketing, Retention, Operations, Product, IT, and Finance.

• Track and report CX KPIs, including ticket volume, backlog, SLA, first response time, resolution time, CSAT, QA accuracy, contact rate, escalation rate, refund trends, and AI containment, and connect them to retention, churn, and cost.

• Own workforce planning, scheduling, and shift coverage (including weekends and extended hours), and recommend internal hiring, BPO staffing changes, and team structure.

• Own the annual CX/CS budget, including tools, vendors, BPO support, and software, and build business cases for new tools or staffing.

• Partner with marketing and product teams to support product launches and campaigns with high-quality service.

• Ensure customer communications follow compliance guidelines for supplement and wellness product claims, including avoiding medical or diagnostic advice and knowing when to escalate.

Required Experience & Skills

• 5+ years of experience in customer experience, CX operations, or customer support operations within direct-to-consumer (DTC) eCommerce brands, such as Shopify brands.

• Strong background in subscription or repeat-purchase DTC businesses.

• Experience managing both an internal support team and outsourced/BPO partners.

• Demonstrated track record of driving measurable improvements in CSAT, first response time, and other CX metrics.

• Experience using and optimizing AI CX tools (e.g., Kodif).

• Hands-on experience with customer support platforms; 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 to identify customer pain points and turn them into operational or cross-functional improvements.

• Excellent written and verbal English communication skills and strong judgment in sensitive customer situations.

• Ability to operate both strategically and tactically in a lean, fast-moving environment.

• Prior people management experience is required. This role is not a fit for candidates whose experience is limited to individual contributor or high-volume call center roles.

• Ability to work US Eastern Time business hours, with overlap with team members in South Africa and Europe.

Preferred Experience & Skills

• Experience in the health and wellness, supplements, or CPG industry, including familiarity with compliance considerations around product claims.

• Familiarity with remote or hybrid team management best practices.

• Knowledge of eCommerce platforms such as Shopify.

• Ability to speak a second language.

• Hands-on experience with Gorgias.

• Experience with subscription eCommerce and subscription platforms such as Stay AI or Recharge.

• Experience with AI customer experience tools, such as AI chat platforms.

• Agency experience managing brand accounts.

Current Tech Stack

• Gorgias, Shopify, Kodif (AI chat), Stay AI, , and Notion

Ideal Candidate

• You’re scrappy, resourceful, proactive, and enjoy collaborating with others to solve problems.

• You’re an experienced hands-on CX operations leader who can manage teams, systems, vendors, and processes, and who takes ownership of results.

• You bring DTC