ShipMonk integrates with its sales channels to make shipping and fulfillment stress-free, so you can focus on scalable growth. It offers direct-to-consumer fulfillment and technology tools for e-commerce companies. Backed by SJF Ventures.
About the role
We’re looking for a Louisville, KY 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.
What they're looking for
- 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
- 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
More about this role
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
We’re looking for a Louisville, KY 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
- 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...
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