Form cover
Page 1 of 4

Customer Experience Manager (E-commerce)

Job Summary:

Permanent employee, Full-time, Remote, PST Shift
We’re hiring a Customer Experience Manager to lead support across DTC (Shopify), Amazon, TikTok Shop, Walmart, and subscriptions. You’ll manage a distributed team, own QA and training, implement automation, and deliver clear reporting that improves CSAT, response/resolution times, retention, and revenue impact—while maintaining a warm, brand-aligned voice.
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

Thank you for your interest in applying to Elite Talent Recruit. Please fill out the following form. 

First Name:

Last Name:

Nickname

Birthday:

Expected Salary Monthly (in PHP):

Email:

Phone:

LinkedIn Link

Interview Availability:

Start Date Availability:

CV:

Work Sample Link:

Customer Experience Work Experience (Years)

US Account Work Experience (Years)

How many headcounts have you managed in your previous roles?

Experience in E-commerce

Experience in E-commerce
A
B

Experience in the Beauty Industry

Experience in the Beauty Industry
A
B

What is the extent of your work experience in the beauty industry?

Experience in Leading, Coaching, and Developing a High-performing Support Team

Experience in Leading, Coaching, and Developing a High-performing Support Team
A
B

How do you structure onboarding, training, and QA to consistently hit CSAT, response time, and resolution targets?

Experience in Handling Customer Queries via Email, Chat, Social media, and Phone

Experience in Handling Customer Queries via Email, Chat, Social media, and Phone
A
B

Experience in Handling Placement of Orders, Refunds, or Exchanges

Experience in Handling Placement of Orders, Refunds, or Exchanges
A
B

Experience in Documenting Customer Interactions, Issues, and Resolutions

Experience in Documenting Customer Interactions, Issues, and Resolutions
A
B

Experience in Reporting and Analysis of Customer Support Metrics

Experience in Reporting and Analysis of Customer Support Metrics
A
B

Experience in Implementing CX AI, Macros, and Automations

Experience in Implementing CX AI, Macros, and Automations
A
B

Experience in Performing Root Cause Analysis

Experience in Performing Root Cause Analysis
A
B

Can you share an example of a root-cause analysis you led on a recurring customer issue? What data did you use and what actions followed?

Experience in Gorgias

Experience in Gorgias
A
B

Describe your hands-on experience running CX operations in Gorgias. What workflows, macros, or routing setups have you owned end to end?

Experience in Shopify

Experience in Shopify
A
B

What other subscription platforms do you have experience with?

Which marketplaces have you provided customer support for?

Which marketplaces have you provided customer support for?

What 3PL tools do you have experience with?

Please provide a voice memo sample [link]. Record yourself delivering the following spiel: "Hello, thank you for calling, my name is [your name]. How can I help you today?"

English Proficiency Level (CEFR)

English Proficiency Level (CEFR)
A
B
C
D
E
F

Available to Work Full Time:

Available to Work Full Time:
A
B

Available to Work Part-Time:

Available to Work Part-Time:
A
B

Available to Work Pacific Standard Time (PST) hours

Available to Work Pacific Standard Time (PST) hours
A
B

Are you comfortable with time-tracking software being used during work hours?

Are you comfortable with time-tracking software being used during work hours?
A
B

Willing to Work on Weekends and Holidays

Willing to Work on Weekends and Holidays
A
B

Willing to Work on a Voice Account (Phone Support)

Willing to Work on a Voice Account (Phone Support)
A
B

What motivates you to seek a new job opportunity at this time?

What Country are You Located?