Customer Experience Manager

Customer Experience Manager

Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class servicethis role is for you!

At Fair Harbor, we design sustainable, high-quality apparel made for life's adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

Lead Operations : Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.

Own Salesforce Rollout : Drive setup, customization, integration, and training for Service Cloud.

Supercharge Workflows : Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.

Run Special Projects : Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.

Coach the Team : Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.

100% Salesforce adoption within 90 days

65%+ Tier 1 tickets resolved by AI workflows

CSAT maintained at 4.7 / 5+

20%+ increase in VIP repeat purchase rate

5+ years in customer service (2+ in management)

Experience rolling out and optimizing CRM / service platforms (Salesforce preferred)

Strong knowledge of service workflows (ticket routing, macros, automation, returns)

Hands-on AI / chatbot experience

Familiarity with B2B / custom orders (embroidery, monogramming, gifting)

Excellent project management, analytical, and communication skills

Join a mission-driven brand making a real impact

Lead tech-driven CX transformation

Collaborative, growth-focused environment

Hybrid flexibility & competitive compensation ($75,000-$80,000 annually)