Customer Experience Manager

Simply Nootropics is an award-winning, high-growth global supplement brand on a mission to take on the world, and we’re just getting started. From New Zealand to the United States, Australia, and beyond, we help thousands of customers every day to think clearer, feel better, and live longer through science-backed, beautifully designed products. We’re a fast-moving, entrepreneurial team obsessed with quality, innovation, and impact. Our culture rewards initiative and ideas, not just titles. You’ll be joining a company that values bold thinking, moves fast, and backs its people to grow. If you want to build something meaningful, scale a global brand, and be part of a team that’s redefining what’s possible in health and wellness, Simply Nootropics is where you’ll do your best work. About the Role We are seeking a highly experienced Customer Experience Manager with proven e-commerce expertise (non-negotiable) to lead, optimise, and scale our end-to-end customer experience operations. This role requires someone who is operationally strong, process-driven, and able to build robust CX foundations that support a rapidly scaling e‑commerce supplement brand. You will be responsible for managing all customer support channels, creating world‑class systems, improving service levels, and ensuring our customers receive an exceptional, reliable, trustworthy experience with every touchpoint. This is a high-ownership, strategic role that requires someone who can both build and execute. Key Responsibilities Customer Support Operations Own all customer service operations across email (Gorgias), live chat, and social support inboxes. Ensure all customer inquiries are resolved promptly, accurately, and with exceptional professionalism. Set and enforce SLAs for first response time, resolution time, and satisfaction scores. Build and maintain escalation pathways for product, shipping, and technical support issues. Monitor daily inbox flow, assign tickets, and uphold customer-first standards across the team. E-commerce Expertise (Non-Negotiable) Deep understanding of Shopify, subscriptions, fulfilment workflows, discount logic, and order lifecycle. Troubleshoot order, payment, subscription, and customer account issues with accuracy and speed. Manage operations around fulfilment partners (NZ, AU, USA, EU), shipping timelines, tracking, risk management, and delivery exceptions. Analyse customer issues to identify root causes across checkout, fulfilment, product, and operational systems. Process Creation & Optimisation Build, refine, and document all customer service SOPs, workflows, and internal processes. Create and manage an evolving library of macros for accuracy, compliance, and efficiency. Identify bottlenecks, implement improvements, and streamline the customer journey. Ensure AI tools (like Gorgias AI) are up‑to‑date, trained, and functioning within brand guidelines. Service Level Improvements & Customer Retention Develop new customer experience offerings that enhance loyalty, trust, and long‑term retention (e.g., subscription optimisation, refunds/exchanges, shipping protection, guarantees). Collaborate with the marketing and product teams to improve the pre‑purchase and post‑purchase experience. Analyse customer feedback to recommend improvements to product development, marketing communication, and operational processes. Implement proactive customer support initiatives (e.g., shipping delay alerts, order follow‑ups, subscription reminders). Reporting & Performance Management Own CX data reporting: ticket volume, refund/return trends, SLA tracking, satisfaction scores, and quality audits. Provide weekly insights and recommendations to leadership. Maintain quality control through regular audits and training. Team Leadership & Training Train new team members and contractors to follow brand standards, SOPs, and customer‑first communication. Provide ongoing coaching, feedback, and performance evaluations. Ensure the team can handle high‑volume periods (BFCM, promotions, product launches). Required Experience Minimum 3 years in e‑commerce customer experience management. Advanced experience with Shopify (required). Advanced experience with subscription platforms (Skio, Recharge, etc.). Proven experience scaling CX processes in a fast‑paced e‑commerce brand. Demonstrated ability to build structures, systems, and SOPs from scratch. Strong understanding of fulfilment, shipping logistics, and order flow. Strongly Preferred Experience in supplements, wellness, or FMCG. Experience managing multi‑region fulfilment (NZ, AU, US, EU). Experience training and managing remote CS teams. Skills & Attributes Highly organised, detail‑oriented, and process‑driven. Calm under pressure with strong ownership and accountability. Excellent written communication and customer‑first mindset. Ability to analyse data and turn insights into operational improvements. Proactive problem‑solver with strong commercial awareness. What Success Looks Like Fast, accurate, reliable customer support with industry‑leading SLAs. Clean, structured, scalable customer service foundation. Decreased tickets through proactive communication & system improvements. Best‑in‑class subscription experience with reduced churn. Increased loyalty, retention, and customer trust. A high‑performing, well‑trained CX team that runs smoothly without micro‑management. #J-18808-Ljbffr