Customer Experience Manager

• Healthcare: Full-Time Agents (35+ Hours/week) • HMO coverage (Currently for PH and Jamaica full-time agents, eligible after 90 days of active employment) • All agents outside of PH/Jamaica receive a $20 USD stipend every month as a medical allowance for HMO subsidy. • Paid Time Off is accrued after 90 days of working with TalentPop • Year 1: 8 hrs (1 day) of PTO is accrued for every 320 hours worked • Year 2: 8 hrs (1 day) of PTO is accrued for every 160 hours worked •

Role: Customer Experience Manager Employment Type: Full-Time - TalentPop Managed Service Location(s): Philippines + Africa Schedule / Time Zone Expectations: • Days: Monday - Friday • Hours: 7/8:00 AM to 4/5:00 PM US Eastern Time Flexible TalentPop Managed Service: This position is part of TalentPop’s Managed Services offering and will be dedicated exclusively to supporting Primal Harvest. The individual will work directly with Primal Harvest as an extension of their internal team, while TalentPop manages employment, HR support, and administrative operations. About Us - (Primal Harvest) Primal Harvest is a leading holistic wellness brand dedicated to empowering individuals to take charge of their health and well-being through high-quality, natural products. Primal Harvest offers a range of supplements and wellness products designed to support various health needs, including immunity, gut health, sleep, and joint care. As a Direct-to-Consumer brand, we pride ourselves on transparency, trust, and creating a dependable wellness foundation for our customers. Primal Harvest was founded in 2018, with international hubs in Miami, Florida, USA and Cologne, Germany. About the Role As the Customer Experience Manager, you will lead Primal Harvest's day-to-day CX operations across the U.S. and EU, ensuring customers receive timely, accurate, and brand-aligned support while improving customer retention. You will oversee support operations, escalations, BPO/vendor performance, QA, support workflows, AI-enabled tools, and customer feedback loops. The focus is not only on resolving customer issues, but on identifying root causes and improving the overall customer experience. This role reports to the Retention & Lifecycle Manager. Essential Functions • Oversee daily operations of the customer experience team to ensure effective resolution of customer inquiries and issues. • Develop and implement strategies to improve customer satisfaction and loyalty. • Monitor and analyze customer feedback and service metrics to identify trends and drive continuous improvement. • Train, coach, and mentor customer service representatives to uphold high standards of service. • Collaborate cross-functionally to ensure the voice of the customer influences product and operational decisions. • Oversee outsourced/BPO support partners, including coverage, QA, SOP adherence, tone, and customer outcomes. • Own AI-enabled support tools and QA standards across internal support, outsourced support, and AI responses. • Own the annual CX/CS budget, workforce planning, and staffing recommendations across U.S. and EU support. Primary Responsibilities • Manage and optimize the end-to-end customer experience across all channels, including email, chat, phone, IVR/SMS, social media DMs (including those handled outside Gorgias), and marketplace channels such as Amazon and Walmart (U.S. and EU). • Lead the internal customer support team and broader U.S. and EU support operations, and partner with the TalentPop team lead, lead agent, and Customer Success Manager (CSM) on agent performance, coaching, and feedback. • Oversee BPO performance, hold regular vendor check-ins, and escalate recurring issues to vendor leadership as needed. • Track vendor contract terms, renewal dates, pricing, and service levels, and identify cost-saving opportunities without sacrificing quality or retention. • Own training and onboarding for new agents and team leads across internal, U.S., and EU teams, including training materials, product knowledge, and readiness assessments. • Establish, document, and improve processes, macros, tags, rules, automations, SOPs (in Notion), and help center/FAQ content. • Handle escalated customer cases, and identify whether recurring escalations point to broader operational gaps. • Oversee AI-enabled support (chatbot and email automation), monitoring accuracy, containment, compliance, and quality; keep knowledge bases current as products and policies change. • Build and maintain QA standards; spot-check tickets, calls, reviews, and AI responses and drive corrective actions. • Partner with Retention/Lifecycle on subscription experience (dunning, cancellations, billing, order edits, frequency changes). • Manage fraud, chargeback, and refund-abuse workflows with Finance, IT, and Operations, including customer follow-up and dispute strategy. • Own intake, tracking, and fulfillment of customer data privacy requests (access, deletion, opt-out) under GDPR and CCPA/CPRA, and maintain audit documentation. • Own workflows, including negative review follow-up and issue escalation. • Build a regular Voice of Customer reporting cadence, turning feedback into actionable insights for Marketing, Retention, Operations, Product, IT, and Finance. • Track and report CX KPIs, including ticket volume, backlog, SLA, first response time, resolution time, CSAT, QA accuracy, contact rate, escalation rate, refund trends, and AI containment, and connect them to retention, churn, and cost. • Own workforce planning, scheduling, and shift coverage (including weekends and extended hours), and recommend internal hiring, BPO staffing changes, and team structure. • Own the annual CX/CS budget, including tools, vendors, BPO support, and software, and build business cases for new tools or staffing. • Partner with marketing and product teams to support product launches and campaigns with high-quality service. • Ensure customer communications follow compliance guidelines for supplement and wellness product claims, including avoiding medical or diagnostic advice and knowing when to escalate. Required Experience & Skills • 5+ years of experience in customer experience, CX operations, or customer support operations within direct-to-consumer (DTC) eCommerce brands, such as Shopify brands. • Strong background in subscription or repeat-purchase DTC businesses. • Experience managing both an internal support team and outsourced/BPO partn