Customer Experience & Solutions Manager

Customer Experience & Solutions ManagerConstruction Supply & Nationwide Logistics

Brooklyn, NY | Full-Time

About Us

We are building a modern AI-powered construction supply and logistics company focused on speed, solutions, operations, and customer trust.

Our companies:

• Go Build Supply
• Core Insulation Supply

We are not a traditional supply company.

We are building:

• fast nationwide fulfillment
• modern operational systems
• high-level customer experience
• AI-powered workflows
• contractor-focused solutions

We move fast, solve problems fast, and think long-term.

We are looking for someone that can become the voice of the company and help customers keep their projects moving in every situation.

About The Role

This is NOT a regular customer support position.

We are looking for a high-level Customer Experience & Solutions Manager that understands how to:

• communicate professionally
• solve problems creatively
• stay calm under pressure
• protect customer trust
• present solutions instead of obstacles

This role is critical to the company.

You will work directly with customers, operations, fulfillment, and leadership to help customers move their projects forward — even during difficult situations.

The right person understands that:

• communication matters
• presentation matters
• trust matters
• solutions matter

Customers are often willing to move forward when problems are handled professionally and options are clearly presented.

What You’ll DoCustomer Experience

• Handle customer calls, emails, chat, and escalations
• Provide high-level customer communication during delays or operational issues
• Build trust with customers across all situations
• Help customers feel supported and informed throughout their projects

Solutions & Problem Solving

• Present customers with available options and solutions
• Work closely with operations and logistics teams to solve delivery and fulfillment challenges
• Think creatively to help customers keep projects moving
• Handle freight, shipping, pricing, and delivery conversations professionally

Operational Coordination

• Coordinate with warehouses, vendors, shipping companies, and internal teams
• Follow up proactively with customers and orders
• Improve communication workflows and customer processes
• Help reduce cancellations and chargebacks through strong communication

Team Collaboration

• Work closely with operations, sales, fulfillment, and leadership
• Help improve SOPs, scripts, and customer processes
• Contribute ideas and solutions to improve company operations and customer experience

What We’re Looking For

We are looking for someone that:

• thinks like an owner
• stays calm under pressure
• communicates professionally
• solves problems instead of creating them
• works well in a fast-moving team
• understands urgency
• takes responsibility
• can think outside the box
• understands that every conversation matters

This role requires emotional intelligence, operational thinking, and strong communication skills.

Important Mindset

Bad customer service says:

“Sorry, we can’t.”

Great customer experience says:

“Here are the options we CAN do.”

That is the mindset we are building.

Our goal is to help customers move their projects forward while maintaining trust and professionalism at all times.

Preferred Backgrounds

Strong candidates may come from:

• logistics companies
• freight coordination
• high-end customer service
• hospitality management
• project coordination
• account management
• construction operations
• e-commerce operations
• fast-growing startup environments

Skills Preferred

• Strong communication skills
• Problem-solving mindset
• Ability to multitask under pressure
• Team-oriented mentality
• Fast response and follow-up skills
• Operational thinking
• Experience with customer communication systems and CRM tools is a plus

What Makes This Different

This is not a scripted customer support role.

This role has real responsibility, real impact, and real growth potential inside a rapidly growing company.

You will help build the customer experience foundation of a modern supply and logistics company.

We are looking for builders, problem-solvers, and people that want to grow with us long-term.

To Apply

Please send:

• Resume
• Short introduction about yourself
• Examples of situations where you solved difficult customer or operational problems
• Why you believe you would fit a fast-moving operational environment

We are looking for someone that wants to build something big with us.