B2B Customer Experience Manager

5 hours ago
Full-time
Mid Level
Customer and Technical Support
Comfrt

Comfrt

Comfrt is a clothing company that specializes in versatile and comfortable hoodies designed to help with anxiety and stress. Their unique fabric and design cater to the individual needs of their customers, making them feel like part of the Comfrt family.

Textiles, Apparel & Luxury Goods
1-10

Description

  • Own the end-to-end customer experience for wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace customers.
  • Serve as the primary contact for inquiries, order updates, pricing, shipping, returns, and escalations.
  • Manage wholesale, bulk, and gifting orders from inquiry and quote coordination through fulfillment and delivery.
  • Coordinate large-volume, recurring, special-request, and time-sensitive orders with Operations, Inventory, and Finance teams.
  • Support marketplace inquiries, order changes, cancellations, tracking, delivery exceptions, returns, and claims.
  • Oversee B2B order accuracy and visibility throughout the order lifecycle, including invoicing, payments, shipping, and account requirements.
  • Develop SOPs, FAQs, communication templates, escalation processes, and scalable support workflows.
  • Track customer experience and operational KPIs, analyze feedback and support data, and report improvement opportunities.
  • Build customer relationships, resolve issues proactively, and identify opportunities to increase repeat purchases and retention.

Requirements

  • 3–5+ years of experience in customer experience, account management, customer success, wholesale operations, e-commerce operations, or B2B customer support.
  • Experience supporting business customers, wholesale accounts, bulk orders, corporate gifting, or retail marketplace operations.
  • Strong understanding of order management, inventory coordination, shipping, fulfillment, and post-purchase support.
  • Excellent written and verbal communication skills with the ability to build trusted business relationships.
  • Strong project management and organizational skills across multiple accounts, orders, and deadlines.
  • Ability to troubleshoot issues, manage escalations, and coordinate solutions across teams.
  • Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets.
  • Proactive, detail-oriented approach with strong ownership and accountability.
  • Experience with Faire or similar wholesale marketplaces (preferred).
  • Familiarity with e-commerce, ERP, inventory management, shipping platforms, SOP development, and customer service metrics (preferred).

Benefits

  • Generous paid time off.
  • Company-covered health insurance.
  • 5% 401(k) match.
  • Discounts on Comfrt products.
  • Fully remote work environment.
  • Supportive, creative workplace with opportunities for growth.

Interested in this position?

Apply directly on the company website

Apply Now

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