Customer Experience (CX) Manager

CUSTOMER EXPERIENCE (CX) MANAGER

Remote / Pacific Time Zone required, Portland, OR preferred

Evelyn & Bobbie is revolutionizing an industry. We are a fierce team of individuals committed to creating more comfortable, more supportive intimate apparel for women. We question limitations, simplify problems, and use science for solutions. We believe in doing things better, every day. Now eleven years old, Evelyn & Bobbie is experiencing rapid growth, and we are expanding our team of career-minded professionals who strive to impact society in meaningful ways through our products and our message.

We’re transforming CX at Evelyn & Bobbie — moving from reactive ticket support to a proactive, high-touch concierge model with real-time chat, phone, and virtual fit sessions. The CX Manager owns that operation: leading a team of four agents, driving performance, and serving as the primary bridge between CX and the broader DTC organization.

We need someone who has led a CX team before, knows how to hold both their team and their customers accountable, and can represent the brand with confidence, and won't apologize their way through it. You’ll also have the opportunity to go deep on product, becoming a genuine intimates fit expert and leading 1:1 virtual fitting sessions over time.

What You'll Do:

Team & Operations

• Manage and develop 4 remote CX agents across live chat, email, phone, and order support
• Own scheduling, coverage planning, QA, coaching, and performance management
• Set clear expectations, give direct feedback, and hold the team to consistent standards

Performance & Cross-Functional Partnership

• Own KPIs: SLA adherence, CSAT, first response time, resolution time, and conversion-assist metrics
• Deliver weekly reporting and translate CX insights into actionable recommendations for Marketing, Brand, Product, and eCommerce
• Serve as the primary liaison between the CX team and the broader DTC org — proactively surfacing what the customer is telling us
• Partner with the CX Insights Lead on Voice of Customer, NPS, and post-purchase survey strategy

Tooling & Workflow

• Own Gorgias, Loop, QA processes, automations, and macros — and continuously improve them
• Build and maintain support guides, agent onboarding documentation, and lifecycle communication inputs

Customer Interactions & Fit

• Handle high-value escalations and complex customer interactions personally
• Develop deep product and fit knowledge; work toward leading 1:1 virtual fitting sessions for high-value customers
• Collaborate with the CX Insights Lead to build and refine fit standards and team training

Who You Are (Qualifications):

• 3–5+ years of CX or support leadership experience, ideally in DTC ecommerce or a premium consumer brand
• Must be available to work during core hours of 9:00 am–5:00 pm PT
• Experienced people manager who sets clear expectations and holds the team accountable with care, not just compliance
• Confident with customers: you know when to make it right and when to hold firm, and you can do both professionally
• Sharp critical-thinking paired with solid organizational skills
• Proactive, organized problem-solver who anticipates issues and manages their own priorities without being asked
• Comfortable with data: you can read performance metrics, identify gaps, and act on them
• Strong communicator across written, verbal, and cross-functional contexts
• Experienced with Gorgias, Zendesk, or similar; familiarity with Loop and Shopify is a plus
• Genuinely curious about product excited to become a fit expert, not just manage around it
• Background in intimates, apparel, or premium lifestyle brands strongly preferred

What We Offer / Comp:

• Full-time, hourly (40 hrs/week) with some flexibility required during peak periods and launches
• Competitive salary commensurate with experience
• Responsible Time Off (RTO) + 10 paid holidays
• Generous PPO medical, vision, and dental insurance
• Up to 3% IRA match
• Generous employee product discount
• The opportunity to build something — this team is early in its transformation and you’ll help shape what it becomes

Evelyn & Bobbie is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.