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Louisville, Kentucky, United States
Onsite
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
About the Role: Own the Metrics. Build the Team.
We’re looking for a Louisville, KY based, results-driven, people-first Client Experience Manager (CXM) to lead a team of high-performing individual contributors focused on delivering exceptional daily support. You’ll be responsible for hitting key service metrics - resolved cases, CSAT, first response time (FRT), cost per unit - while also growing and developing your team. This is a hands-on leadership role where operational excellence meets people development. If you're passionate about service quality, thrive in fast-paced environments, and know how to coach teams to hit performance goals, we want you leading our CX charge.
What You'll Be Rocking Every Day
Lead Performance with Precision
What Makes You a Great Fit
✔ You’re Data-Obsessed
You don’t just look at metrics — you use them to manage. You know how to translate
numbers into actions that improve both the client and team experience.
✔ You Know What Great Support Looks Like
You've worked within or managed teams that are fast, friendly, and reliable. You
understand the difference between hitting a number and delivering real value.
✔ You’re a Builder and a Coach
You develop people, build systems, and improve processes. You balance empathy with
accountability and love helping others level up.
✔ You Lean In and Take Ownership
You don’t point fingers — when something goes wrong, you roll up your sleeves and fix it.
You lead with accountability, stay solutions-focused, and make sure nothing slips through
the cracks.
✔ You Stay Cool Under Pressure
When things go sideways (and they will), you lead with calm, clarity, and urgency. You don't
shy away from tough conversations or tight timelines.
What You Bring to the Table
Perks That Pack a Punch
💰 Competitive Salary + Bonus
🏖 Paid Time Off + Paid Holidays
🩺 Health, Dental, Vision + 401k with Match
🌱 Company Events, Wellness Programs & More
📍 HQ in Fort Lauderdale + Global Fulfillment Network
🌍 Inclusive, Growth-Oriented Culture
Ready to lead the support team of the future?
Apply now and help our merchants stress less, grow more — and experience CX like never before.
About ShipMonk
ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
Our Core Values
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.
ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
