Customer Experience Manager

Role: Customer Experience Manager Employment Type: Full-Time - TalentPop Managed Service Location(s): Philippines, South Africa, Columbia, Mexico, Argentina, Brazil 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 You will own Primal Harvest's customer experience channel end to end across the U.S. and EU, running CX as a business function that covers strategy, tech stack, vendors, budget, and reporting, with the goal of improving the full customer journey and customer retention. You will oversee support operations, escalations, agency/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. You will work independently, spotting problems and opportunities across the customer journey and bringing solutions to the team rather than waiting for direction. You will build new programs, starting with Primal Harvest's first Net Promoter Score (NPS) program, partner with ecommerce, retention, acquisition, product, and supply chain teams to fix root causes, and manage both the full-time EU CX lead and the outsourced agency partnership with TalentPop from day one. Essential Functions Own the CX channel end to end as a business function, including strategy, tooling, vendors, budget, and reporting, with daily support operations as one part of that scope. Look beyond CSAT and agent performance to the whole customer journey, independently identifying problems and opportunities and bringing solutions to leadership. Partner with ecommerce/website, retention, acquisition, product, and supply chain teams to fix root causes, turning voice-of-customer data into recommendations those teams act on. Design and launch new CX programs from the ground up, starting with a Net Promoter Score (NPS) program. Own the CX tech stack end to end (Gorgias, Kodif, Stay AI, Reviews.io): evaluate, select, configure, and optimize tools, including AI-enabled support and QA standards across internal support, outsourced support, and AI responses. Manage and mentor the full-time EU CX lead, and own the outsourced agency partnership (TalentPop), setting the service standards for coverage, QA, SOP adherence, tone, and customer outcomes. Monitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement. 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). Map and improve the full customer journey (pre-purchase, first order, subscription, and post-purchase), proactively identifying problems and opportunities and bringing solutions to leadership. Design, launch, and run a Net Promoter Score (NPS) program, including survey design, timing, closed-loop follow-up, and reporting to leadership. Build a regular Voice of Customer reporting cadence and turn the data into recommendations that ecommerce/website, retention, acquisition, product, supply chain, operations, IT, and finance teams act on to fix root causes. 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 the annual CX/CS budget, including tools, vendors, agency support, and software, and build business cases for new tools or staffing. Own workforce planning, scheduling, and shift coverage (including weekends and extended hours), and recommend internal hiring, agency staffing changes, and team structure. Work with the TalentPop team lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback; hold regular check-ins and escalate recurring issues to agency leadership as needed. Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportunities without sacrificing quality or retention. Own the training and onboarding framework (materials, product knowledge, and readiness assessments), with the EU CX lead and agency partner delivering day-to-day agent training. Establish, document, and improve processes, macros, tags, rules, automations, SOPs (in Notion), and help center/FAQ content. Serve as the final escalation point, and use recurring escalations to find and fix broader operational gaps with the responsible teams. 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). Partner with marketing and product teams to support product launches and campaigns with high-quality service. 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 Reviews.io workflows, including negative review follow-up and issue escalation. 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 or CX operations within DTC eCommerce brands, including owning the full CX function at a DTC brand: strategy, tooling, vendors, budget, and reporting. Has already owned a CX channel. This role is not a step up into channel ownership for someone who has not done it before. Proven experience building CX programs from the ground up, such as a Net Promoter Score (NPS), voice-of-customer, or loyalty program. Experience partnering with ecommerce/website, retention, acquisition, product, and supply chain teams to fix root causes, and turning voice-of-customer data into recommendations those teams act on. Works independently: identifies problems and opportunities without direction and brings solutions to leadership. Demonstrated track record of driving measurable business results through CX, such as retention, churn, and cost to serve, beyond CSAT and first response time. Prior people management experience is required, including managing and mentoring team leads. This role is not a fit for candidates whose experience is limited to frontline agent supervision, individual contributor work, or high-volume call center roles. Experience owning the relationship with an outsourced agency or BPO partner. Strong background in subscription or repeat-purchase DTC businesses. Hands-on experience selecting, setting up, and administering CX tools yourself, not only using tools someone else configured: a helpdesk platform (Gorgias strongly preferred), AI support tools (e.g., Kodif), and subscription platforms (e.g., Stay AI or Recharge). 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. 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. Ability to speak a second language. Experience setting up and managing a reviews platform such as Reviews.io . Current Tech Stack Gorgias, Shopify, Kodif (AI chat), Stay AI, Reviews.io, and Notion Ideal Candidate You’re scrappy, resourceful, proactive, and enjoy collaborating with others to solve problems. You’re an experienced CX operations leader who has owned CX as a channel end to end and runs it as a business function: teams, systems, vendors, budget, and results. You bring DTC eCommerce leadership experience, ideally in consumer packaged goods (CPG), beauty, or wellness. You have hands-on experience in subscription or repeat-purchase businesses. You have set up and configured CX tools yourself, and you pick up new ones quickly. You stay calm and empathetic when handling escalations, and you know