49908654365 - L&D Manager (Customer Experience Team)

Job Description

FULL TIME

REMOTE

Position: Learning & Development Manager (Customer Experience)
Type of Contract: Independent Contractor
Working Hours: M–F (U.S. hours preferred)

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!!

About the Job

This role supports a fast-growing direct-to-consumer brand focused on mental wellness, inclusivity, and delivering elevated comfort. The company’s mission extends beyond products—aiming to build a community where people feel supported, understood, and valued.

Scope of the Role

The Learning & Development Manager partners with multiple Customer Experience (CX) leaders, building relationships grounded in trust and expertise. This role oversees all CX policies and processes, ensuring alignment across teams and quickly addressing any issues surfaced through daily operations. You will manage quality assurance across all teams and vendors while maintaining and expanding the training library used for internal development.

Duties and Responsibilities

Customer Experience – 30%

• Provide warm, empathetic, and brand-aligned customer support across email, SMS, chat, and other platforms
• Respond to customer inquiries promptly while maintaining high service standards
• Multitask and self-manage workload to ensure maximum efficiency
• Problem-solve effectively to create positive resolutions and maintain high satisfaction ratings
• Take initiative on additional tasks that support broader organizational goals
• Promote positivity and continuous improvement within the team culture
• Meet and strive to exceed individual and team CX KPIs
• Handle escalated inquiries end-to-end with minimal need for managerial intervention
• Support peers to ensure coverage across tasks and maintain service consistency

Quality Assurance – 30%

• Serve as a policy and process expert; assist CX agents with questions via Slack or similar channels
• Contribute to QA reviews and ensure training standards are consistently applied
• Assist with QA and training initiatives related to new and existing AI platforms
• Monitor and report on CSAT performance, including service recovery processes

Learning & Development / Operations – 40%

• Manage the macro library within the ticketing system, ensuring accuracy and consistency of tags, updates, and organization
• Follow up on negative reviews, QA insights, and weekly/monthly performance snapshots
• Participate in discussions to develop strategies and procedures that enhance overall customer experience
• Maintain the learning library (e.g., Lessonly) and create new lessons as needed
• Lead training for HQ new hires
• Prepare and send SOD/EOD reports
• Complete weekly team meeting slides

Requirements

Years of Experience

• 3+ years of customer service experience with a strong record of delivering excellent support

Background

• Strong understanding of CRM platforms (e.g., Gorgias, Zendesk)
• Experience in retail eCommerce or direct-to-consumer operations preferred
• Proficiency with Microsoft Windows and Google Suite
• Experience with Shopify Plus, Excel, and Google Suite is highly desirable
• Strong problem-solving abilities and customer-centric mindset
• Ability to multitask, self-manage, and maximize productivity
• Positive, proactive, and committed to continuous improvement
• Highly organized, self-motivated, and skilled at building strong cross-functional relationships
• Excellent written, verbal, and presentation skills
• Experience creating and delivering training programs

Tools & Software

• CRM tools: Gorgias, Zendesk
• Ticketing systems and macro management
• Learning management systems (e.g., Lessonly)
• Google Workspace (Docs, Sheets, Drive)
• Microsoft Office
• Shopify Plus (preferred)
• Slack or equivalent communication tools