Remote Customer Experience Manager

A Mission Rooted in Genuine Care

Step into a role where your ability to understand, uplift, and guide others transforms everyday experiences. As a Remote Customer Experience Manager, you become a pivotal part of a mission-driven team that values compassion, fairness, and purpose. We’re focused on reimagining how companies connect with people, and it starts with your leadership.

About the Role

As the lead voice of customer advocacy, you’ll oversee all aspects of customer engagement from a fully remote environment. You’ll bring human warmth to every customer journey, shaping inclusive service practices that resonate with people from all backgrounds. This role invites you to foster a diverse and respectful culture where authenticity is valued and celebrated.

Key Responsibilities

Designing Customer Experience Strategies

• Develop thoughtful service frameworks that align with evolving customer expectations across global channels.
• Inspire your team to build personal connections while resolving inquiries with compassion and clarity.
• Review customer interaction trends and conduct regular evaluations to ensure continuous improvement.

Fostering an Inclusive Service Environment

• Embed principles of equity and accessibility in customer service standards
• Collaborate with affinity groups to craft messages that speak to every identity and need
• Spearhead coaching sessions on cultural awareness and inclusive communication practices

Empowering Cross-Team Collaboration

• Work closely with technical, product, and branding teams to amplify the customer perspective.
• Represent the customer voice during leadership planning and feedback loops
• Support staff development through learning sessions and digital tool proficiency

Monitoring Performance and Driving Growth

• Utilize real-time data and metrics, such as NPS and response rates, to track success and identify gaps.
• Lead reporting on progress with transparency and accountability
• Test and iterate on customer engagement workflows using agile methodologies

Work Environment & Culture

A Flexible, Human-Centered Remote Setup

Take control of your schedule through flexible hours and an environment that suits your lifestyle. Whether you're based in a quiet town or a bustling city, you’ll remain fully connected to your colleagues through transparent communication and meaningful digital collaboration.

Belonging Starts With Us

Our culture is built on appreciation, active listening, and shared humanity. We encourage openness, curiosity, and a commitment to continuous learning. Our virtual team-building events, wellness check-ins, and employee-led conversations reflect our commitment to mental health and mutual respect.

Tools and Technology

Your toolkit will be robust and ever-evolving:

• Helpdesk Platforms: Zendesk, Freshdesk
• Collaboration Tools: Slack, Zoom, Google Workspace
• CRM and Data Systems: Salesforce, analytics dashboards
• Project Management: Trello, Asana
• Inclusion & Accessibility: Digital tools for diverse customer support

You’ll be invited to share feedback and explore emerging tools that support both customer success and team efficiency.

Qualifications and Experience

Core Requirements

• At least 5 years of leadership experience in customer service, engagement, or related fields
• Empathetic leadership style with a talent for nurturing inclusive teams
• History of managing distributed teams and remote workflows
• Familiarity with CRM systems, reporting tools, and service innovation techniques
• Demonstrated ability to elevate service standards through insight-driven decisions

Preferred Strengths

• Previous involvement in inclusive training, advocacy, or community engagement
• Experience leading support operations for multilingual or international customers
• Strong storytelling skills to communicate customer feedback and progress
• Confidence in working with executives and providing strategic input

We appreciate non-linear career paths and welcome applicants from diverse industries and backgrounds.

Room to Grow

This role serves as a springboard for personal and professional growth. Many of our team members have moved into broader strategic roles, launched pilot programs, and mentored new leaders. With access to learning stipends and growth coaching, your aspirations are not only heard—they’re actively supported.

Compensation and Perks

• Annual salary: $113,012, reflective of your impact and experience
• Full wellness benefits, including telehealth and mental well-being resources
• Monthly stipend for workspace upgrades and internet expenses
• Paid days to volunteer for causes important to you
• Annual credits for learning platforms and certifications
• An inclusive, equitable culture grounded in mutual respect

Join a Team That Uplifts

Your voice has power here. Join a mission that honors integrity, empathy, and the human spirit. If you believe in building relationships through understanding and driving positive outcomes through active listening, this is the next step for you.

Take the Leap With Us

Click "Apply Now" and bring your whole self to a company that values people over process and kindness over hierarchy. Let’s create moments of care, connection, and change—together.