Customer Service Manager

COMPANY: Hae CPGPOSITION: Customer Service ManagerREPORTS TO: CX LeadROLE TYPE: Full-TimeOFFICE LOCATION: Headquartered in Brooklyn, NY but the role is fully remoteHOURS: Must be comfortable with occasional weekend and holiday coverage About the Company Hae CPG is an operations, supply chain, and customer service partner for emerging and scaling beauty and wellness brands. We work as an extension of our clients’ internal teams, providing hands-on execution and management to keep their businesses running smoothly as they scale. We support brands across the full product lifecycle, from early-stage setup through retail and omnichannel expansion. Our team manages the day-to-day workflows, partners, and processes behind the business, allowing brand leaders to stay focused on growth. Our customer experience services include day-to-day ticket management, pre-launch CX setup, customer service strategy, workflow and process optimization, escalation management, and customer feedback reporting and insights. Role Description The Customer Experience Manager plays a hands-on role in managing and delivering high-quality customer experience across multiple Hae CPG client brands. This is an execution-focused management position for someone who is equally comfortable working directly in the ticket queue and building the strategy, systems, policies, and processes behind it. You’ll oversee CX for assigned brands, from day-to-day ticket management and complex escalations to developing macros, SOPs, policies, workflows, and strategic recommendations. You’ll be expected to understand the broader CX technology ecosystem and advise clients on tools, processes, and best practices that improve both the customer experience and team efficiency. This role requires strong CX judgment and a deep understanding of e-commerce customer experience. We’re looking for someone who can assess a brand’s existing CX operation, identify gaps and opportunities, recommend improvements, and then execute against those recommendations. Responsibilities Independently own day-to-day CX operations across assigned client brands, including direct ticket management and resolution Develop and maintain CX policies, SOPs, macros, workflows, escalation paths, and internal documentation Build and optimize CRM workflows, automations, tags, views, macros, and reporting to improve efficiency and service quality Evaluate existing CX operations and provide strategic recommendations around customer experience, policies, workflows, tools, and team structure Support pre-launch CX setup for new brands, including CRM configuration, policies, macros, workflows, escalation procedures, and customer-facing processes Own complex customer escalations and exercise independent judgment around refunds, replacements, exceptions, fraud concerns, and other sensitive situations Understand and navigate common e-commerce payment processors and payment methods to troubleshoot payment, refund, dispute, and order issues Manage and optimize customer interactions across CRM, chat, reviews, social commerce, and other customer-facing channels Understand and work within major review and reputation platforms, including responding to reviews and identifying recurring customer sentiment Monitor CX KPIs, ticket trends, customer feedback, and recurring issues and translate findings into actionable recommendations for clients Identify opportunities to improve customer satisfaction, reduce contact rates, improve resolution efficiency, and eliminate recurring friction points Partner closely with Hae's Operations team and client 3PLs to identify and resolve fulfillment-related CX issues Serve as a day-to-day CX advisor to assigned clients and confidently communicate recommendations, risks, trends, and opportunities Oversee and develop CX Associates and fractional agents through training, QA, feedback, and escalation support Work with 3PL to troubleshoot fulfillment challenges and roadblocks Step directly into ticket management during high-volume periods, launches, coverage gaps, weekends, holidays, or other business needs

Requirements: 3-5+ years of experience, preferably within DTC, e-commerce, beauty, wellness, CPG, or high-growth startups Demonstrated experience independently owning CX for a DTC or e-commerce brand Strong hands-on experience with Gorgias and Zendesk, including building macros, rules, tags, views, automations, and workflows Strong working knowledge of Shopify and the broader DTC e-commerce ecosystem Demonstrated experience developing CX SOPs, policies, macros, escalation procedures, and workflows"No task is too big or too small" mindset; remains hands-on with day-to-day responsibilities, including ticket management, while also being able to think strategically and drive broader CX initiatives Ability to assess CX performance and translate customer feedback and data into strategic recommendations Strong understanding of CX KPIs and policies Experience training, mentoring, QCing and managing junior CX team members and fractional support Experience with Tik Tok Shop, Amazon, retail.com, or marketplace customer support Experience working with review and customer feedback platforms, such as Yotpo, Okendo, Trustpilot, or similar tools Experience working with common payment processors and payment methods, such as Shopify Payments, Stripe, Pay Pal, Shop Pay, Afterpay, Klarna, or similar platforms Excellent judgment and ability to independently make decisions in nuanced customer situations Excellent written and client-facing communication skills Strong working proficiency in Google Sheets and experience using data and reporting to support CX recommendations