Customer Experience Manager

Role:Customer Experience Manager

Employment Type:Full-Time -TalentPopManaged Service

Location(s):Philippines + Africa

Schedule / Time Zone Expectations:
* Days: Monday - Friday
Days: Monday - Friday
* Hours: 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible
Hours: 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible

TalentPopManaged Service:This position is part ofTalentPop’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, whileTalentPopmanages 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.
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.
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.
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.
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.
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.
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 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.
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).
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 theTalentPopteam lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback.
Lead the internal customer support team and broader U.S. and EU support operations, and partner with theTalentPopteam 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.
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.
Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportun