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Customer Experience Manager (Remote Asia) at HireHawk. Job Title: . Customer Experience Manager. Location: . Remote . Working hours: . Monday through Friday, 8 AM – 5 PM PST. Occasional evenings/weekends for time-sensitive customer issues. . We’re an innovative brand on a mission to redefine multifunctionality with easy, efficient products that help our community save time, money, and space. We’re looking for a proactive and experienced . Customer Experience Manager. to lead and evolve our customer support strategy across e-commerce and social channels.. ABOUT THE ROLE. As the . Customer Experience Manager. , you’ll own the entire customer support function across email, chat, social media, and other direct channels. You'll manage and mentor a team of specialists, optimize support operations, and ensure fast, helpful, and on-brand communication with our community. Your ability to interpret customer needs, problem-solve efficiently, and drive CX excellence will directly influence our customer satisfaction and loyalty.. WHAT YOU’LL DO. . Lead and manage the day-to-day operations of the CX team, ensuring all inquiries are resolved promptly and with a customer-first mindset. . . Oversee customer service across all platforms, including Gorgias, Shopify, social DMs/comments, email, and SMS. . . Set and monitor KPIs including response times, resolution rates, CSAT, and ticket volume trends. . . Maintain our brand voice in all communication while providing coaching on tone, empathy, and professionalism. . . Act as a channel owner for both e-commerce and social support, ensuring streamlined workflows, consistent communication, and issue resolution. . . Handle escalated customer issues with empathy and sound judgment. . . Collaborate with cross-functional teams (marketing, product, ops) to provide customer insights, identify patterns, and improve the overall customer journey. . . Regularly audit tickets to ensure quality, accuracy, and adherence to CX guidelines. . . Recommend and implement process improvements to increase efficiency and customer happiness. . . Maintain and update macros, FAQ documents, and internal knowledge bases. . . Coordinate coverage and scheduling across the CX team, including occasional weekend or evening needs. . . . A strategic, empathetic, and organized leader with a passion for customer experience. . . 5+ years in customer service, with at least 2+ years managing or leading a team. . . Experienced in using Gorgias (or similar customer service platforms, such as Zendesk), Shopify, and social messaging platforms (primarily Instagram, Facebook, and TikTok). . . Deep understanding of tone, timing, and escalation paths in customer communication. . . Beauty or consumer goods experience is a major plus. . . Excellent written and verbal communication skills. . . Tech-savvy and comfortable across tools like Google Suite, Slack, and project/task management platforms. . . Data-driven and constantly seeking to improve customer interactions through insights and feedback. . . Company Location: Philippines.