ShipMonk · 2 weeks ago
Sr. Customer Service Manager
Pittston, Pennsylvania, United States
Full-time
Onsite
Senior Level
6+ years expShipMonk is a growth partner for merchants, providing technology and fulfillment services. The Senior Manager, Client Experience will lead and evolve client experience operations, overseeing CX Managers and driving performance against key service metrics while championing innovative support solutions.
E-CommerceLogisticsSaaSShippingSupply Chain ManagementWarehousing
Responsibilities
Manage, mentor, and develop CX Managers overseeing multi-site teams
Build strong leadership rhythms around coaching, calibration, and accountability
Develop future leaders through performance reviews, succession planning, and growth frameworks
Foster a culture of trust, ownership, accountability, and results across distributed teams
Drive outcomes for CSAT, First Response Time (FRT), Resolution Time, and Cost per Case
Use data to identify trends, build action plans, and execute performance improvements
Partner with RevOps and Workforce Planning to forecast demand, staffing, and productivity
Lead WBRs and MBRs that move from reporting to real operational impact
Act as the senior escalation point for complex or high-value merchant concerns across the region
Partner directly with warehouse leadership and Operations to troubleshoot and prioritize merchant issues on the floor
Create tight feedback loops with cross-functional teams - Operations, Merchant Success, Billing, and Onboarding to ensure a seamless end-to-end experience
Identify root causes and drive proactive communication strategies to prevent repeat issues
Partner with CX leadership and domain teams to enhance automation and AI capabilities within the support ecosystem
Translate frontline insights into smarter systems, knowledge base improvements, and self-service opportunities
Champion adoption of new technologies that improve speed, accuracy, and merchant satisfaction
Balance innovation with operational discipline - ensuring change drives measurable results
Contribute to the design and rollout of CX frameworks, playbooks, and performance scorecards
Support network-wide standardization of reporting, quality assurance, and process excellence
Collaborate with peers in CX leadership to align on workforce strategy, site readiness, and training priorities
Lead with empathy and accountability - ensuring teams feel supported, informed, and challenged
Recognize wins, celebrate milestones, and maintain energy through periods of high demand
Promote a 'Michelin Star' mindset that blends precision, consistency, and merchant obsession
Qualification
Required
6–8 years of progressive leadership experience in Customer Experience, Operations, or Service Management
At least 3+ years managing managers or multi-site teams
Proven record of driving improvements in CSAT, FRT, Resolution Time, and Cost per Case
Experience in 3PL, logistics, or eCommerce fulfillment environments
Strong operational and analytical acumen with comfort in forecasting, headcount planning, and process optimization
Familiarity with CRM, ticketing, and workforce management platforms
Exceptional communication skills, with the ability to partner across Ops, Product, and RevOps
Company
ShipMonk
ShipMonk offers direct-to-consumer fulfillment and technology tools for e-commerce companies.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$365MKey Investors
Periphas CapitalSummit PartnersSJF Ventures
2021-01-27Private Equity· $65M
2020-12-02Private Equity· $290M
2018-10-29Series A· $10M
Leadership Team
Kevin Sides
Co-Founder/Chief Executive Officer
Jan Bednar
Founder & Board Member
Recent News
Seattle TechFlash
2025-08-21
2025-08-13
Company data provided by crunchbase