Customer Experience Manager at Reach International Outfitters

Description

Location: Hybrid – Minneapolis (in-office 2–3 days per week)

Reports to: Operations

Compensation: $70,000 – $78,000 base + performance-based bonus potential

Overview

Reach International Outfitters (RIO) is looking for a proactive, detail-oriented Customer Experience Manager to lead and improve our customer experience function. This role is focused on owning the day-to-day CX operation — managing our support team, optimizing systems, and ensuring our customers have a consistently high-quality experience. You’ll play a key role in keeping our CX operations running smoothly while identifying opportunities to improve processes, reduce friction, and strengthen our relationship with customers.

This is an operations-focused role, not a ticket-handling role. You’ll oversee the team handling day-to-day support while stepping in on escalations and helping guide the overall customer experience.

Key Responsibilities

Team Leadership

● Lead, coach, and support the CX team to deliver fast, high-quality customer support

● Set and maintain response time and resolution standards

● Step in on escalations and complex customer situations as needed

● Hire, onboard, and train new CX team members

Systems & Operations

● Own and manage our helpdesk platform (Gorgias)

● Maintain and improve macros, automations, and workflows

● Implement AI and chatbot tools to improve team efficiency

● Create and maintain CX playbooks, SOPs, and training documentation

Customer Feedback & Reporting

● Track key CX metrics (CSAT, response time, ticket volume) and share insights with leadership

● Identify trends and recurring issues from customer interactions and escalate to product and operations teams

● Manage customer reviews and brand reputation across channels

● Gather and share customer feedback to help improve the overall experience

Returns, Exchanges & Policies

● Own the returns and exchange process end-to-end Improve policies to balance customer experience with operational efficiency

● Monitor trends and flag recurring issues to the broader team

Requirements

Basic Qualifications

● 2–4 years of experience in customer experience, customer support, or related roles

● 1–2 years of experience managing or leading people in some capacity

● Hands-on experience with a helpdesk platform (Gorgias, Zendesk, or similar)

● Experience owning or improving workflows, processes, or support systems

● Strong written communication skills and high attention to detail

What We’re Looking For

● A strong operator who can manage a team and keep CX running smoothly day-to-day

● Organized, detail-oriented, and process-driven

● Comfortable working in systems and improving workflows over time

● Able to handle escalations and make sound judgment calls

● Proactive in identifying issues and suggesting practical improvements

● Comfortable working cross-functionally with product, operations, and marketing

Nice to Have (Not Required)

● Experience with Gorgias specifically

● Experience implementing automations, macros, or chatbot tools

● Experience using AI tools to improve customer support workflows or response quality

● Familiarity with Shopify or ecommerce platforms

● Experience improving returns or support workflows

● Experience working in a fast-growing or lean team

What Success Looks Like

● A well-run CX team delivering fast, high-quality support

● Efficient systems and workflows that reduce manual work

● Clear visibility into customer issues and trends

● Smooth, consistent customer experience across all touchpoints

● Strong collaboration with product and operations to improve the overall business

Benefits

● $70,000 – $78,000 salary

● Performance-based bonus potential

● Hybrid work environment (Minneapolis, 2–3 days in-office)

● Health insurance

● 401(k) with employer match

● PTO + paid holidays