> Markdown version of [/jobs/ext/592153-manager-of-cx-support](https://www.wearedevelopers.com/jobs/ext/592153-manager-of-cx-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager of CX Support - **Company:** Greyson Clothiers - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $70,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Netsuite, Shopify, Gsuite - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=8eb223c7d75331a5 ## About the Role Do you have experience in Senior leadership?, * 5+ years of experience in customer experience, customer service operations, or sales support, with at least 2 years in a leadership capacity. * Demonstrated ability to manage escalations and lead service recovery at a senior level. * Strong analytical and problem-solving skills with the ability to translate insights into action. * Experience within apparel, wholesale customer account management, or luxury brands preferred. * Exceptional written and verbal communication skills. * Highly organized with strong time management and prioritization capabilities. * Proven ability to lead both independently and collaboratively in a fast-paced environment. * Located in Metro Detroit (hybrid or on-site as required). ## Description The Manager, Customer Experience - eCommerce is a strategic and operational leader responsible for elevating the end-to-end customer journey across all ecommerce touchpoints. This role provides senior-level oversight of the CX team, manages complex escalations, and drives cross-functional initiatives that improve service quality, operational efficiency, and brand loyalty. Reporting directly to the VP of Digital, this leader serves as a key liaison between CX and cross-functional partners, ensuring customer insights inform business decisions and that service standards align with brand expectations., * Lead and develop the Ecommerce CX team, establishing clear performance expectations, accountability, and a culture of service excellence. * Own the resolution of high-impact and complex customer escalations related to product, service, and operational deficiencies. * Identify trends in customer feedback and translate insights into actionable business improvements. * Partner with the VP of CX to define and execute customer experience strategy aligned with ecommerce growth objectives. Operational Excellence * Oversee quality assurance initiatives, track performance metrics, and drive continuous improvement efforts. * Establish, document, and refine CX processes to improve efficiency and service outcomes. * Create and manage team scheduling strategy based on business needs, seasonality, and volume forecasting. * Monitor service KPIs and implement corrective action plans as needed., * Serve as the primary CX representative across Ecommerce, Operations, Wholesale, Merchandising, and Marketing. * Lead cross-departmental initiatives that improve the ecommerce experience and reduce friction throughout the customer journey. * Advocate for customer-first decision-making across the organization., * Coach and develop team members to strengthen problem-solving, decision-making, and customer recovery skills. * Identify training needs and implement structured learning initiatives to elevate team performance. * Oversee onboarding and training of new team members on service standards, policies, procedures, and product knowledge. * Foster a culture of ownership, accountability, and proactive service., * NetSuite * Shopify * Gorgias * Loop Returns (Returns & Exchanges) * Signifyd * Rydership * Globale * Yotpo * Wonderment * Google Suite ## Related Videos - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [WeAreDevelopers LIVE - Markdown, Liquid and Checkouts](https://www.wearedevelopers.com/videos/1814-wearedevelopers-live-markdown-liquid-and-checkouts) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [Teini - an extremely small webshop leveraging awesome and free tech](https://www.wearedevelopers.com/videos/286-teini-an-extremely-small-webshop-leveraging-awesome-and-free-tech) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Beyond Webhooks: The Future of Scalable API Event Delivery](https://www.wearedevelopers.com/videos/100312-beyond-webhooks-the-future-of-scalable-api-event-delivery) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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