Customer Experience Manager

Location:

Hybrid (Arlington)

Employment Type:

Permanent

Specialty:

Program Management, Project Management (non-technical)

Job Number:

#3193 Job Description Seeking Customer Experience Manager for a Leading Conservative Media Organization TorchLight Hire is seeking a Customer Experience Manager to join a client in Arlington, VA, an influential conservative magazine and media organization. This is a hands-on role for someone who will serve as a steward for the organization's readers, subscribers, and members —overseeing day-to-day customer support and community interactions. Reporting to the EVP of Marketing, the Customer Experience Manager will work closely with Zendesk and customer-support partners to monitor and resolve customer issues, manage Facebook community and website comment moderation, and partner across Marketing, Membership, Editorial, Product, and Technology to improve the overall customer journey. The ideal candidate is proactive and engaged—someone comfortable representing the brand directly in community spaces and confident handling difficult or sensitive interactions with sound judgment. Location

Arlington, VA Employment Direct hire, full-time, permanent opportunity

In-office 4 days/week Role Responsibilities Work closely with Zendesk and customer-support partners to monitor customer questions, feedback, complaints, and service issues

Ensure customer issues are addressed promptly and appropriately, escalating significant or recurring problems when necessary

Identify patterns in customer feedback and recommend improvements to products, processes, communications, and the overall customer experience

Develop regular reporting for leadership on customer sentiment, recurring issues, and opportunities for improvement

Monitor and help manage the organization's community and other reader or member communities

Moderate comments on the website in accordance with established community standards

Help maintain a constructive environment for discussion while addressing spam, abuse, and violations of community guidelines

Work across Marketing, Membership, Editorial, Product, and Technology to resolve customer issues and improve customer journeys

Help develop customer-service documentation, escalation procedures, FAQs, and self-service resources

Support the online store as the organization expands its e-commerce capabilities, including customer inquiries, order issues, and inventory coordination Skills and Experience 3+ years of experience in customer experience, customer support, community management, membership, or a related field

Experience with customer-support platforms such as Zendesk

Familiarity with online communities, social platforms, and comment moderation

Excellent written and verbal communication skills, with strong judgment in handling difficult or sensitive interactions

Ability to identify meaningful patterns across individual customer questions and feedback

Experience in media, publishing, subscription, membership, or nonprofit organizations is a plus

Comfortable engaging directly with a conservative-leaning audience

Compensation & Benefits Salary:

~$85,000 plus benefits

Outcomes-focused, flexible culture

Additional Information TorchLight Hire® matches qualified candidates like you with contract and permanent marketing, communications, creative, and digital roles that are a professional and cultural fit. We offer our contractors industry-leading benefits like medical insurance, 401(k) plans and others.