ShipMonk

eCommerce

ClientExperienceManager

$75–105k ~AI est. Louisville, Kentucky, United States
Market Sentiment
HIGH DEMAND

Neural analysis suggests this role is
optimal for Manager candidates.

The Brief

“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.

eCommerce
Problems you'll solve

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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