CX Manager US company

CX Manager

Work Hours (Client) : 9am – 5pm EST | Mon – Fri

Pay Range : $1200 – $1600 USD/month (varies based on skill set and experience level)

Location of Search : South Africa, Latin America, Philippines

Work Location : REMOTE

Type of Contract : Independent Contractor

Company/Client Overview:

The company is a leading telemedicine platform providing doctor-recommended hydration solutions designed to enhance recovery, performance, and overall wellness. Their products combine essential electrolytes, vitamins, and minerals without added sugars or artificial ingredients. Trusted by over 1,300 healthcare professionals, the company serves athletes, first responders, and individuals seeking effective, science-backed hydration. With a direct-to-consumer approach and a commitment to quality, the company continues to innovate in the health and wellness space.

Duties and Responsibilities:

We are looking for a proactive CX Manager to handle customer inquiries across multiple channels, primarily chat and email. The ideal candidate is articulate, customer-focused, and eager to learn about our hydration and wellness products to provide accurate and helpful guidance.

• Respond promptly and professionally to customer inquiries via chat, email, and SMS, providing accurate and helpful information via Gorgias.
• Manage and resolve customer issues such as order modifications, refunds, and product questions efficiently and empathetically.
• Educate customers on product differences, benefits, and usage, ensuring a high level of product knowledge and brand representation.
• Proactively follow up with customers to ensure satisfaction and address any outstanding concerns.
• Track, analyze, and report recurring customer issues and feedback to inform product and service improvements.
• Assist in creating and maintaining FAQs, help articles, and other self-service resources for customers.
• Collaborate with marketing and internal teams to provide customer insights that enhance campaigns and messaging.
• Monitor interactions for trends, identify potential issues, and escalate urgent matters to relevant teams when necessary.

Minimum Requirements:

Language requirement: Excellent English Communication Skills

Education: Bachelor’s Degree (ideally)

Experience: 3+ years of related experience

Industry: Experience in e-commerce, ideally in health/wellness or consumables.

• Strong background in customer support/customer experience (especially e-commerce).
• Comfortable with Gorgias or similar platforms.
• Patient, articulate communicator who enjoys educating customers about product features and benefits.
• Can balance administrative efficiency with a customer-facing advisory approach.
• Experience in e-commerce, ideally within health, wellness, or consumables, with familiarity in handling online orders, subscriptions, and product inquiries.
• Proactive and self-motivated, able to anticipate customer needs, identify recurring issues, and solve problems independently.
• Comfortable using CRM and support tools, with the ability to document interactions, track trends, and provide actionable insights to improve service.