49908654365 - L&D Manager (Customer Experience Team)

Learning & Development Manager (Customer Experience)

Full Time

Remote

Position : Learning & Development Manager (Customer Experience) Type of Contract : Independent Contractor Working Hours : MF (U.S. hours preferred)

Work from any corner of the world and be a part of the #remoteworkrevolution!!

About the Job

This role supports a fast-growing direct-to-consumer brand focused on mental wellness, inclusivity, and delivering elevated comfort. The company's mission extends beyond productsaiming to build a community where people feel supported, understood, and valued.

Scope of the Role

The Learning & Development Manager partners with multiple Customer Experience (CX) leaders, building relationships grounded in trust and expertise. This role oversees all CX policies and processes, ensuring alignment across teams and quickly addressing any issues surfaced through daily operations. You will manage quality assurance across all teams and vendors while maintaining and expanding the training library used for internal development.

Duties and Responsibilities

Customer Experience 30%

• Provide warm, empathetic, and brand-aligned customer support across email, SMS, chat, and other platforms
• Respond to customer inquiries promptly while maintaining high service standards
• Multitask and self-manage workload to ensure maximum efficiency
• Problem-solve effectively to create positive resolutions and maintain high satisfaction ratings
• Take initiative on additional tasks that support broader organizational goals
• Promote positivity and continuous improvement within the team culture
• Meet and strive to exceed individual and team CX KPIs
• Handle escalated inquiries end-to-end with minimal need for managerial intervention
• Support peers to ensure coverage across tasks and maintain service consistency

Quality Assurance 30%

Learning & Development / Operations 40%