Client Experience Manager

About the role

About ShipMonk ShipMonk isn't just a 3PL; we're a growth partner for merchants . We provide cutting- edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions-all with a merchant - first mindset. Why ShipMonk? We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants. ● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency. ● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed. ● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action. ● Transparent Pricing : We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises. ● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay. Our Core Values Our values are the heart of our culture. We're looking for individuals who embody these principles every day. ● Merchant-first: We handle the logistics so our merchants can focus on what they do best-growing their business. ● Own it: We take ownership of our work, our mistakes, and our successes. ● People make ShipMonk: We believe in our team and invest in our people. ● Change the score: We challenge the status quo, constantly innovating and improving. ● Get sh*t done: We're a fast-paced, high-growth company that values action and results. About the Role: Own the Metrics. Build the Team. We're looking for a Pittston, PA based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. You'll be responsible for hitting key service metrics - resolved cases, CSAT, first response time (FRT), cost per unit - while also growing and developing your team. This is a hands-on leadership role where operational excellence meets people development. If you're passionate about service quality, thrive in fast-paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge. What You'll Be Rocking Every Day Lead Performance with Precision Own daily, weekly, and monthly support metrics for your team - resolved cases, CSAT, first response time (FRT), cost per unit, and more. Leverage dashboards, reporting tools, and 1:1 coaching to drive continuous improvement. Run daily stand-ups, monthly reviews, and quarterly performance planning. Grow and Coach a Rockstar Team Train, develop, and elevate a team of support pros who can thrive in a high-growth, high-expectation environment. Deliver clear goals, timely feedback, and structured development paths. Spot burnout, boost morale, and keep your team firing on all cylinders. Champion the Merchant Experience Serve as the escalation point for complex or high-touch client issues. Partner with Onboarding, Merchant Success, and Operations to ensure a seamless client journey. Use feedback loops to identify support trends, gaps, and opportunities for automation or efficiency. Build Systems that Scale Contribute to process improvements, documentation, and training initiatives. Help shape the playbooks and scorecards that define how we deliver excellence. Be a voice in cross-functional forums - what happens in support impacts the whole business. What Makes You a Great Fit ✔ You're Data-Obsessed You don't just look at metrics - you use them to manage. You know how to translate numbers into actions that improve both the client and team experience. ✔ You Know What Great Support Looks Like You've worked within or managed teams that are fast, friendly, and reliable. You understand the difference between hitting a number and delivering real value. ✔ You're a Builder and a Coach You develop people, build systems, and improve processes. You balance empathy with accountability and love helping others level up. ✔ You Lean In and Take Ownership You don't point fingers - when something goes wrong, you roll up your sleeves and fix it. You lead with accountability, stay solutions-focused, and make sure nothing slips through the cracks. ✔ You Stay Cool Under Pressure When things go sideways (and they will), y

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