FULL TIME

REMOTE

Position: Learning & Development Manager (Customer Experience)
Type of Contract: Independent Contractor
Working Hours: M–F (U.S. hours preferred)

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!!

About the Job

This role supports a fast-growing direct-to-consumer brand focused on mental wellness, inclusivity, and delivering elevated comfort. The company’s mission extends beyond products—aiming to build a community where people feel supported, understood, and valued.

Scope of the Role

The Learning & Development Manager partners with multiple Customer Experience (CX) leaders, building relationships grounded in trust and expertise. This role oversees all CX policies and processes, ensuring alignment across teams and quickly addressing any issues surfaced through daily operations. You will manage quality assurance across all teams and vendors while maintaining and expanding the training library used for internal development.

Duties and Responsibilities

Customer Experience – 30%

Provide warm, empathetic, and brand-aligned customer support across email, SMS, chat, and other platforms
Respond to customer inquiries promptly while maintaining high service standards
Multitask and self-manage workload to ensure maximum efficiency
Problem-solve effectively to create positive resolutions and maintain high satisfaction ratings
Take initiative on additional tasks that support broader organizational goals
Promote positivity and continuous improvement within the team culture
Meet and strive to exceed individual and team CX KPIs
Handle escalated inquiries end-to-end with minimal need for managerial intervention
Support peers to ensure coverage across tasks and maintain service consistency

Quality Assurance – 30%

Serve as a policy and process expert; assist CX agents with questions via Slack or similar channels
Contribute to QA reviews and ensure training standards are consistently applied
Assist with QA and training initiatives related to new and existing AI platforms
Monitor and report on CSAT performance, including service recovery processes

Learning & Development / Operations – 40%

Manage the macro library within the ticketing system, ensuring accuracy and consistency of tags, updates, and organization
Follow up on negative reviews, QA insights, and weekly/monthly performance snapshots
Participate in discussions to develop strategies and procedures that enhance overall customer experience
Maintain the learning library (e.g., Lessonly) and create new lessons as needed
Lead training for HQ new hires
Prepare and send SOD/EOD reports
Complete weekly team meeting slides

Requirements

Years of Experience

3+ years of customer service experience with a strong record of delivering excellent support

Background

Strong understanding of CRM platforms (e.g., Gorgias, Zendesk)
Experience in retail eCommerce or direct-to-consumer operations preferred
Proficiency with Microsoft Windows and Google Suite
Experience with Shopify Plus, Excel, and Google Suite is highly desirable
Strong problem-solving abilities and customer-centric mindset
Ability to multitask, self-manage, and maximize productivity
Positive, proactive, and committed to continuous improvement
Highly organized, self-motivated, and skilled at building strong cross-functional relationships
Excellent written, verbal, and presentation skills
Experience creating and delivering training programs

Tools & Software

CRM tools: Gorgias, Zendesk
Ticketing systems and macro management
Learning management systems (e.g., Lessonly)
Google Workspace (Docs, Sheets, Drive)
Microsoft Office
Shopify Plus (preferred)
Slack or equivalent communication tools

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