Shape the customer journey with sustainable impact—lead CX, Salesforce Service Cloud, and AI automation at Fair Harbor

🌊 Customer Experience Manager

📍 Jersey City, NJ (Hybrid) | 💼 Full-Time | 👥 Customer Experience (CX)

🚀 Quick Take

Fair Harbor is looking for a Customer Service Manager to lead our CX team, launch Salesforce Service Cloud, and build AI-powered workflows that elevate how we serve our customers. If you love building teams, optimizing systems, and delivering best-in-class service—this role is for you!

🌎 About Us

At Fair Harbor, we design sustainable, high-quality apparel made for life’s adventures. Every product helps reduce plastic waste in our oceans. Join us and make a positive impact while shaping the future of customer experience.

🎯 What You’ll Do

Lead Operations: Manage order flows (Shopify, NetSuite, Salesforce, Gorgias, Loop Returns), escalations, and service KPIs.
Own Salesforce Rollout: Drive setup, customization, integration, and training for Service Cloud.
Supercharge Workflows: Build AI-powered tools (chatbots, guided responses, automations) to boost efficiency.
Run Special Projects: Oversee B2B orders (embroidery, corporate gifting) & VIP clienteling programs.
Coach the Team: Train and inspire CX agents, ensuring empathy, accuracy, and efficiency.

📊 What Success Looks Like

🚀 100% Salesforce adoption within 90 days
🤖 65%+ Tier 1 tickets resolved by AI workflows
⭐ CSAT maintained at 4.7/5+
💎 20%+ increase in VIP repeat purchase rate

✅ What We’re Looking For

5+ years in customer service (2+ in management)
Experience rolling out and optimizing CRM/service platforms (Salesforce preferred)
Strong knowledge of service workflows (ticket routing, macros, automation, returns)
Hands-on AI/chatbot experience
Familiarity with B2B/custom orders (embroidery, monogramming, gifting)
Excellent project management, analytical, and communication skills

🌟 Why You’ll Love It Here

Join a mission-driven brand making a real impact 🌍
Lead tech-driven CX transformation ✨
Collaborative, growth-focused environment 📈
Hybrid flexibility & competitive compensation 💼 ($75,000-$80,000 annually)

👉 Ready to help shape the future of customer experience at Fair Harbor?
Apply today!