ShipMonk
eCommerce
ClientExperienceManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Client Experience Manager at ShipMonk. Skills: Client relationship management, Team leadership, Performance management. Lead daily support metrics. Drive continuous improvement”
What You'll Achieve.
Hit key service metrics; Achieve resolved cases; Achieve CSAT targets; Achieve first response time; Achieve cost per unit
Industry & Context.
Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
3–5 years managing customer-facing teams, Track record of owning and improving CSAT, Track record of improving case resolution, Track record of improving CX metrics, Experience coaching individual contributors, Experience scaling individual contributors
Nice to Have
Experience in logistics, Experience in eCommerce, Experience in SaaS, Experience in B2B services, Experience with 3PLs, Experience with high-growth startups
What You'll Do.
Lead daily support metrics
Drive continuous improvement
Conduct monthly reviews
Perform quarterly performance planning
Provide timely feedback
Offer structured development paths
Serve as escalation point
Partner with Onboarding
Partner with Merchant Success
Partner with Operations
Identify support trends
Identify support gaps
Identify automation opportunities
Identify efficiency opportunities
Contribute to process improvements
Contribute to documentation initiatives
Contribute to training initiatives
How You'll Work.
Team & Collaboration
Cross-functional forums
Full Job Description
About ShipMonk ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset. Why ShipMonk? We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants. ● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency. ● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed. ● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action. ● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises. ● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay. Our Core Values Our values are the heart of our culture. We're looking for individuals who embody these principles every day. ● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business. ● Own it: We take ownership of our work, our mistakes, and our successes. ● People make ShipMonk: We believe in our team and invest in our pe
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