Sr. Customer Service Manager

Job Description

Job Description

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.

• Global Fulfillment Network : Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology : We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support : We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
• Transparent Pricing : We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future : We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values

Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

About the Role : Lead Leaders. Scale the Future of CX.

We're looking for a Senior Manager, Client Experience to lead and evolve our client experience operations across Texas, Nevada, and California .

You'll oversee a team of CX Managers and their organizations, driving performance against key service metrics while building scalable systems and championing next-generation, AI-enhanced support solutions. This role bridges strategy and execution - guiding frontline performance while influencing how we deliver smarter, faster, and more proactive merchant experiences.

If you're a seasoned leader with 3PL or logistics experience , a track record of operational excellence, and a passion for developing people and systems that scale, we want you leading our charge in the West.

What You'll Be Rocking Every Day Lead Through Leaders

Own the Metrics That Matter

Champion the Merchant Experience

Drive Innovation and Efficiency

Build Systems That Scale

Champion Culture and Engagement

What Makes You a Great Fit

What You Bring to the Table

Ready to Redefine the Merchant Experience?

Join us and help lead the next evolution of Client Experience - developing great managers, driving operational excellence, and shaping how technology and people work together to deliver Michelin-Star service at scale.

At ShipMonk, we're a leadership factory - we build leaders, not just teams. If you're hungry to grow, ready to build, and excited to lead transformation, this is where you'll do some of the best work of your career.

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.