Customer Experience Manager
Shape the customer journey with sustainable impact—lead CX, Salesforce Service Cloud, and AI automation at Fair Harbor
Customer Experience Manager
Jersey City, NJ (Hybrid) | Full-Time | Customer Experience (CX)
Quick Take
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 service—this role is for you!
About Us
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.
What You'll Do
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Lead Operations : Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.
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Own Salesforce Rollout : Drive setup, customization, integration, and training for Service Cloud.
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Supercharge Workflows : Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.
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Run Special Projects : Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.
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Coach the Team : Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.
What Success Looks Like
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100% Salesforce adoption within 90 days
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65%+ Tier 1 tickets resolved by AI workflows
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⭐ CSAT maintained at 4.7/5+
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20%+ increase in VIP repeat purchase rate
✅ What We're Looking For
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5+ years in customer service (2+ in management)
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Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)
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Strong knowledge of service workflows (ticket routing, macros, automation, returns)
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Hands-on AI/chatbot experience
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Familiarity with B2B/custom orders (embroidery, monogramming, gifting)
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Excellent project management, analytical, and communication skills
Why You'll Love It Here
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Join a mission-driven brand making a real impact
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Lead tech-driven CX transformation ✨
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Collaborative, growth-focused environment
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Hybrid flexibility & competitive compensation ($75,000-$80,000 annually)
Ready to help shape the future of customer experience at Fair Harbor?
Apply today!
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