Zaf - Customer Experience ManagerTidal • WorkFromHome, Mpumalanga, South Africa

Zaf - Customer Experience Manager

Tidal • WorkFromHome, Mpumalanga, South Africa

2 days ago

Job description

Job Details

Job Title : Customer Experience Manager (E-Commerce)
Contractor Fee : $2,000 - $3,000 per month (USD)
Work Arrangement : Remote
Engagement Type : Independent Contractor
Commitment : Full-time (Approx. 40 hours per week)

Company Overview

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role

We're hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touch points.

Key Responsibilities

Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.

Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.

Ensure timely review responses within 24 hours on platforms like Trustpilot, Google, and Amazon.

Serve as an escalation point for complex customer issues.

Oversee product returns and provide monthly insights.

Monitor fraud and chargebacks, and improve internal processes to reduce exposure.

Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.

Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.

Software / Platforms / Tools

CX Platform : Gorgias

Reviews : Trustpilot, Amazon, Google

E-commerce Platform : Shopify

Comms : Slack, Google Workspace

Qualifications

3-5 years of freelancing experience

Strong written and verbal English communication skills (C1 / C2 level)

3-5+ years of CX leadership experience, ideally in DTC e-commerce

Proven track record of improving CX support metrics (CSAT / C-STAT, FRT, etc.)

Experience managing offshore or remote teams

Strong analytical and organizational skills, with a proactive approach to reporting

Fluent English communication, both written and verbal

Ability to work full U.S. hours (LATAM-based candidates preferred)

Shift Schedule

Monday to Friday, 9 : 00 AM to 5 : 00 PM US PST

#J-18808-Ljbffr

Create a job alert for this search

Customer Experience Manager • WorkFromHome, Mpumalanga, South Africa

Related jobs

Sales Development Representative

DevFinders • Machadodorp, MP, ZA

Residential and End of Tenancy services.As we continue to grow, we’re looking for a confident and enthusiastic.Sales Development Representative. Reach out to warm leads provided by the company and c...Show more

Last updated: 30+ days ago

Finance & Admin Assistant

DevFinders • Waterval Boven, MP, ZA

We’re a UK-based company looking for a dependable Finance & Admin Assistant to support different teams with a range of administrative and finance-related tasks. The ideal person will have solid ...Show more

Last updated: 20 days ago

Assistant Store Manager - Lydenburg

Cash Crusaders Retail (Pty) Ltd • Nelspruit, South Africa

Are you a results-driven leader with a passion for retail and people development? Join our dynamic team as an.Drive store performance to achieve and exceed sales targets. Maximise income streams thr...Show more

Last updated: 20 days ago • Promoted

Used Sales Manager

Dante Personnel • Barberton, South Africa

Relevant marketing qualification (advantageous).Strong management and leadership skills, self-driven and integrity-focused. Knowledge of business operations, policies, marketing, financial analysis,...Show more

Last updated: 30+ days ago • Promoted

Store Manager

Cash Crusaders Retail (Pty) Ltd • Nelspruit, South Africa

Are you a results-driven leader with a passion for retail and people development? Join our dynamic team as a.Drive store performance to achieve and exceed sales targets. Maximise income streams thro...Show more

Last updated: 30+ days ago • Promoted

Assistant Store Manager

Cash Crusaders Retail (Pty) Ltd • Nelspruit, South Africa

Last updated: 30+ days ago • Promoted

Business Development Manager

DevFinders • Machadodorp, MP, ZA

Residential and end-of-tenancy services.Our focus is on delivering exceptional cleaning solutions with a customer-first approach. We’re looking for a vibrant and results-driven.This role suits someo...Show more

Last updated: 30+ days ago

Store Manager- Piet Retief

Cash Crusaders Retail (Pty) Ltd • Nelspruit, South Africa

Last updated: 26 days ago • Promoted

Engineering Manager

Hire Resolve • Barberton, Mpumalanga, South Africa

Hire Resolves Client is currently looking for an experienced Engineering Manager to join their mining operation based in Mpumalanga. Ensure compliance with all relevant legislation and regulatory re...Show more

Last updated: 30+ days ago • Promoted

Remote Support Administrator

DevFinders • Barberton, MP, ZA

Remote

Looking for a remote role with a UK-based company where your organisational talent truly matters? We’re hiring a Remote Business Support Administrator to keep our operations tight, tidy, and effici...Show more

Last updated: 8 days ago

F&B Manager

Kendrick Recruitment • Nelspruit, Mpumalanga, South Africa

Food and Beverage Manager Luxury Food & Beverage Consultancy Kruger National Park.Kendrick Recruitment is seeking an experienced and dynamic. This live-in role is ideal for a passionate hospit...Show more

Last updated: 20 days ago • Promoted

Recruitment Operations Assistant

DevFinders • Waterval Onder, MP, ZA

We are a growing cleaning company in the UK seeking a.Recruitment Operations Assistant.You’ll assist the recruitment team with candidate sourcing, onboarding, and administrative tasks to ensure a s...Show more

Last updated: 2 days ago

Private Banker | Nelspruit, White River, Ladenburg

The Recruitment Council • nelspruit, Mpumalanga, South Africa

Urgent Job Opportunity : Quality Assurance Manager •.Salary : • R25,000 - R35,000 per month.Start Date : • Possible August start. We''re looking for a Quality Assurance Manager to join our clients team in...Show more

Last updated: 30+ days ago • Promoted

Remote Administrative Assistant

DevFinders • Machadodorp, MP, ZA

Remote

Ready to work remotely for a UK-based company and take on a role where your organisational skills shine? We’re looking for a Remote Administrative Assistant who enjoys doing admin, coordinating tas...Show more

Last updated: 10 days ago

Remote Company Administrator

DevFinders • Barberton, MP, ZA

Remote

Ever thought about working remotely for a UK-based company while doing what you love? We’re looking for someone who’s super organised and loves keeping things running like clockwork.In this role, y...Show more

Last updated: 13 days ago

Recruitment & Onboarding Administrator

DevFinders • Waterval Boven, MP, ZA

Become part of a dynamic, expanding UK cleaning company as our.Recruitment & Onboarding Administrator.You will help identify suitable cleaners, guide them through onboarding, and keep recruitme...Show more

Last updated: 2 days ago

Audit Manager

The Recruitment Council • nelspruit, Mpumalanga, South Africa

Lead the Future of Auditing as the Next Audit Manager.Are you a seasoned Audit Manager ready to take your career to the next level? Join a prestigious and dynamic audit and accounting firm that val...Show more

Last updated: 30+ days ago • Promoted

Operations Administrator | Remote

DevFinders • Barberton, MP, ZA

Remote

Want to work remotely for a UK-based company while doing what you love? We’re searching for someone who thrives on organisation and enjoys keeping things running smoothly behind the scenes.As our R...Show more

Last updated: 10 days ago