Customer Experience Manager (E-Commerce)

Tidal is seeking a Customer Experience Manager to lead CX operations for a fast-growing DTC e-commerce brand. The role involves managing offshore agents, ensuring high customer satisfaction, and optimizing customer support across multiple platforms.

Take full ownership of CX team performance and manage offshore and seasonal support staff

Maintain a 4.5+ weekly CSAT score across email, chat, and social channels

Serve as escalation point for complex customer issues and oversee product returns

Monitor fraud, chargebacks, and fulfillment timelines, providing actionable insights

Track engraving operations and SLA compliance for marketing highlights

Collaborate with operations to ensure timely shipping and customer communication

Software/Platforms:

Gorgias (CX Platform), Judge.me, Trustpilot, Amazon, Google Reviews, Shopify, Slack, Google Workspace

3-5 years of CX leadership experience, ideally in DTC e-commerce

Proven track record improving CX metrics (CSAT, FRT, etc.)

Experience managing remote or offshore teams

Strong written and verbal English (C1/C2 level)

Analytical, organized, and proactive in reporting

Ability to work full U.S. hours (Monday to Friday, 9:00 AM – 5:00 PM US PST)

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