Customer Experience Manager

Who is Juniper?

Juniper is a dynamic creative agency that partners with some of the world’s most influential brands to bring groundbreaking merchandise to life. From iconic gaming studios to top-tier creators, we specialize in designing, producing, and launching innovative products that resonate with passionate fanbases across a range of industries.

At Juniper, we’ve built our reputation on a mix of creativity, strategy, and execution. Our “secret sauce” is driven by three core pillars:

Brand Strategy

Our strategy team is the heartbeat of everything we do. We’re deeply immersed in online culture and work side by side with creators to craft unique product strategies tailored to their brands. By blending qualitative insights with quantitative analysis, we create bespoke plans that drive both long-term brand growth and short-term store success.

Design

Innovation is at the core of our design philosophy. From custom apparel to quirky and unexpected products like talking plush toys, singing pianos, and even Wi-Fi-enabled lava lamps, our in-house creative teams push the boundaries of what merchandising can be. We also build custom websites from scratch to ensure that every creator’s store feels as unique as their brand.

Operations

Our operations teams bring it all to life. We manage every step of the process from inception to delivery, working closely with creators and their teams to launch hundreds of products each year. With a global network of over 100 partner factories and dedicated teams in China and the Philippines, we ensure that each product is manufactured, shipped, and delivered seamlessly to fans in over 50 countries worldwide.

What Are We Working Towards?

Looking ahead to 2025, Juniper is focused on rapid growth, aiming to double our client base and continue expanding our impact. We’re searching for individuals who are eager to embrace this challenge.

People who thrive at Juniper typically exhibit these qualities:

• A strong bias for action: We value a proactive approach—no task is too small, and no challenge is too big.
• A drive to improve: We are constantly seeking ways to elevate our work and refine our processes.
• Prioritization skills: The ability to manage competing demands and prioritize tasks effectively is key.
• Organizational prowess: Staying on top of multiple projects, channels, and stakeholders is essential.

At Juniper, you’ll find an environment that’s fast-paced, collaborative, and always evolving. If you’re excited about the opportunity to make an impact and grow within a creative powerhouse, Juniper could be the place for you.

To see some of our work, check out our product lookbooks (Apparel and Non-Apparel). 

The Role 

At Juniper, we understand that our creators have invested years—often decades—into building strong, lasting relationships with their fans. As the Strategy & Operations Manager, Customer Experience, your role is to ensure that this same level of care, passion, and attention is reflected in every customer interaction.

You will take full ownership of our customer support operations, leading a team dedicated to delivering exceptional service with both efficiency and empathy. By closely monitoring key performance metrics, you will continuously identify opportunities for improvement and provide coaching and guidance to help your team thrive.

In addition to overseeing daily operations, you will proactively elevate the customer experience. Whether communicating with one customer or thousands, you’ll ensure every interaction is clear, polished, and aligned with the level of service we’d expect for ourselves. As the voice of the customer within Juniper, you will act as a vital bridge between the support team and other departments, advocating for operational improvements and championing a customer-first mindset across the company.

What You’ll be Doing

Customer Support Team Management:

• Coaching: Conduct bi-weekly performance reviews with agents, analyzing both positive and negative CSAT feedback to identify areas for improvement.
• Reporting: Compile and present weekly reports on key customer support metrics (e.g., ticket volume, CSAT, first response time, resolution time), blending both qualitative insights and quantitative data.
• Hiring & Training: Manage the recruitment and onboarding of seasonal support agents for peak periods (e.g., Black Friday), and provide ongoing training for the full-time team to ensure consistent service quality.

Customer Communications:

• Canned Responses: Revamp existing canned responses to ensure clarity, empathy, and alignment with our brand voice.
• Escalations: Manage complex customer escalations, delivering a high-touch, white-glove experience when necessary.
• Launch Updates: Communicate product and process changes (e.g., shipping delays, restocks, product updates) to customers promptly and clearly.

Customer Experience Advocacy:

• Order Experience: Identify and implement improvements to the order journey based on customer pain points.
• Awareness & Advocacy: Serve as the voice of the customer, ensuring critical feedback is communicated across teams and advocating for changes that enhance the customer experience.

You have

• 3+ years of experience in customer support or customer service management, preferably in an e-commerce or startup environment. 
• Proven experience coaching and leading a team, with strong interpersonal and communication skills.
• Strong understanding of customer support tools (e.g., Zendesk, Shopify)
• Experience in creating and analyzing customer support reports and key performance metrics, and proficiency in using data to drive decision-making.
• Excellent problem-solving skills with the ability to handle customer escalations and provide service resolutions.

We have

• Competitive Compensation & Benefits: Including paid time off and a company-wide paid shutdown during the December holiday season.
• Remote-First Work Environment: Juniper has offices in Toronto and Vancouver, however, we let employees choose what work setting works best for them. 
• Annual Allowance: An annual allowance to spend on fitness, home office setup, education, courses, or tech—among other things.

We know that experience comes in many different forms. If you feel you're a great fit for this role based on your skills, interests, and vision, let us know why.

Juniper is an equal-opportunity employer composed of authentic, genuine, and creative individuals. We want you to come as you are! If you are in need of an accommodation as part of the interview process please let us know when you apply. 

**Please note that only candidates who are selected for an interview will be contacted directly. We thank all candidates for their interest.