Customer Experience Manager Location: Remote Reports to: Head of Marketing Department: Customer Experience About Backyard Butchers: Backyard Butchers is one of the fastest-growing direct-to-consumer meat companies in the United States. We’ve proudly served over 600,000 customers nationwide with high-quality, flash-frozen meat boxes delivered right to their doorstep or sold through our network of local pop-ups. Backed by strong recurring revenue, a loyal customer base, and a passionate leadership team, we’re building something rare: a company that combines scale, purpose, and heart. We believe great businesses are built on great experiences—and the customer journey is at the core of everything we do. If you’re someone who cares deeply about people, thrives on process, and is ready to grow your career in a high-momentum environment, this role is built for you. Role Overview CX Manager is a pivotal leadership role responsible for designing, executing, and evolving a world-class support experience that balances operational efficiency with human-centered excellence. This role owns CX strategy, tools, processes, and performance across all channels—ensuring our team delivers proactive, empathetic, and efficient support to every customer, from first touch to post-purchase loyalty. You will guide a fully remote team of support reps, manage department-level KPIs, and act as the bridge between frontline insights and strategic business improvements. Your success will be measured by industry-standard metrics (CSAT, ticket volume, refund rate, churn drivers), internal quality benchmarks, and the development of a resilient, positive CX culture. Key Responsibilities🌟 CX Leadership & Vision • Set and refine the overall CX vision and goals aligned with company-wide marketing and customer priorities. • • Define and own department-level KPIs such as CSAT, refund rate, contact rate, first response time, resolution time, and escalation volume. • • Monitor channel-specific performance (e.g., D2C vs. pop-up) and adapt goals seasonally. • • Advocate for the customer voice within cross-functional meetings (Marketing, Logistics, Sales). 🧩 Team Management & Culture • Lead weekly team huddles to align focus, boost morale, and reinforce expectations. • • Coach reps through QA feedback loops, tone analysis, and sentiment reviews. • • Foster a healthy, inclusive culture with high accountability and strong internal trust. • • Create structured rep development plans using 1:1s and performance data. 📊 Operational Excellence • Build and manage weekly schedules, ensuring full coverage (7 days/week) including holidays. • • Oversee time tracking, PTO, and accurate payroll processing. • • Serve as the final line of defense during coverage gaps (sick/OOO shifts). 🛠 Process & Tool Ownership • Own all systems related to customer support including Gorgias, Intercom, Shopify, and automation tools. • • Evaluate new tools and integrations to support rep efficiency and customer journey enhancements. • • Maintain and evolve internal Knowledge Base, onboarding playbooks, and macros. • • Implement automation strategies (rules, tags, AI suggestions) to streamline support. 📣 Voice of Customer & Continuous Improvement • Conduct regular ticket audits to uncover trends, friction points, and product insights. • • Report CX-driven business recommendations to the Head of Marketing and broader leadership team. • • Partner with Marketing to boost positive public reviews and proactively resolve reputation risks (Trustpilot, BBB, Google). • • Lead secret shopper audits and end-to-end service reviews to identify breakdowns and delight opportunities. 💬 Escalations & Policy Governance • Serve as the decision-maker for escalated issues, edge-case refunds, and policy exceptions. • • Maintain consistency in rep decision-making and customer-facing communications. • • Approve and implement major policy updates and ensure team alignment on changes. Requirements & Qualifications✅ Must-Have Experience • 2–4 years in a customer support leadership role, ideally within eCommerce, food, or consumer goods. • • Strong proficiency with Gorgias, Shopify, and modern support platforms (e.g., Intercom, HelpScout, Zendesk). • • Demonstrated experience managing CX KPIs and improving team-wide performance. • • Proven ability to lead remote teams, implement systems, and scale support processes. 🔧 Technical & Analytical Mindset • Ability to audit, customize, and implement automation rules and workflows. • • Comfortable pulling performance reports and translating them into actionable team improvements. • • Familiarity with order management and subscription logic in Shopify. 🌱 Cultural & Leadership Fit • High emotional intelligence and a passion for building people-first systems. • • Builder’s mindset: curious, analytical, iterative, and collaborative. • • Strong bias for action and accountability with a track record of getting results. What You Can Expect from Us • Competitive pay & flexible work structure. • • High-autonomy leadership role with direct access to the Head of Marketing for strategic guidance. • • Ongoing training in advanced CX leadership, technical tools, advertising dynamics, and business analytics. • • A values-driven environment that supports stay-at-home parents and remote flexibility. The opportunity to shape the customer experience for one of the fastest-growing D2C brands in the country—with momentum, heart, and real growth potential.