Tidal is seeking a Customer Experience Manager to lead CX operations for a fast-growing DTC e-commerce brand. The role involves managing offshore agents, ensuring high customer satisfaction, and optimizing customer support across multiple platforms.
Job Posting Expired
This job posting has expired and is no longer accepting applications. The information below is for reference only.
Job Overview
Salary
USD 2,500 – 3,000/month
Job Type
Remote
Employment Type
Contract
Location
Cape Town, Western Cape, South Africa
Additional Location
None
Posted
November 16, 2025
Job Summary
Key Responsibilities
Take full ownership of CX team performance and manage offshore and seasonal support staff
Maintain a 4.5+ weekly CSAT score across email, chat, and social channels
Serve as escalation point for complex customer issues and oversee product returns
Monitor fraud, chargebacks, and fulfillment timelines, providing actionable insights
Track engraving operations and SLA compliance for marketing highlights
Collaborate with operations to ensure timely shipping and customer communication
Software/Platforms:
Gorgias (CX Platform), Judge.me, Trustpilot, Amazon, Google Reviews, Shopify, Slack, Google Workspace
Required Qualifications
3-5 years of CX leadership experience, ideally in DTC e-commerce
Proven track record improving CX metrics (CSAT, FRT, etc.)
Experience managing remote or offshore teams
Strong written and verbal English (C1/C2 level)
Analytical, organized, and proactive in reporting
Ability to work full U.S. hours (Monday to Friday, 9:00 AM – 5:00 PM US PST)
Skills & Competencies
Experience
None
Benefits & Perks
Work Schedule
Additional Information
How to Apply
Applications for this position closed on December 22, 2025.