B2B Customer Experience Manager

The posting, as Comfrt wrote it

About Us

Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen.

About the Job

We are looking for a customer-focused, highly organized B2B Customer Experience Manager to own and elevate the end-to-end experience for our business customers across bulk purchasing, corporate gifting, and wholesale retail marketplaces.

This role serves as the primary point of contact for business accounts, ensuring a seamless experience from initial inquiry and order placement through fulfillment, delivery, and post-purchase support. The ideal candidate combines exceptional customer service with strong operational execution, relationship management, and cross-functional collaboration to drive customer satisfaction, retention, and B2B revenue growth.

Responsibilities

B2B Customer Experience & Account Support

• Own the end-to-end customer experience for B2B accounts, including wholesale buyers, corporate gifting clients, bulk purchasers, and marketplace business customers.
• Serve as the primary point of contact for business account inquiries, order updates, product availability, pricing questions, shipping issues, returns, and escalations.
• Build and maintain strong relationships with business customers through proactive communication, responsive service, and thoughtful problem-solving.
• Develop a deep understanding of customer needs and deliver personalized solutions that support repeat business and long-term account retention.
• Establish consistent service standards and communication workflows across all B2B customer touchpoints.

Wholesale, Bulk Ordering & Corporate Gifting

• Manage the customer experience for wholesale, bulk, and corporate gifting programs, from inquiry and quote coordination through order fulfillment and delivery.
• Coordinate large-volume orders, gifting projects, recurring orders, special requests, and time-sensitive deliveries.
• Partner with Operations, Inventory, and Finance teams to confirm product availability, order accuracy, delivery timelines, and customer requirements.
• Support custom order requests, gifting configurations, packaging requirements, gift messages, and other program-specific needs, as applicable.
• Monitor order progress and proactively communicate potential delays, inventory constraints, or fulfillment challenges.
• Identify opportunities to improve program workflows, increase repeat purchases, and strengthen the overall B2B offering.

Wholesale Retail Marketplace Support

• Own customer support for business accounts purchasing through wholesale retail marketplaces and other B2B ordering platforms.
• Manage marketplace-related inquiries, order modifications, cancellations, shipment tracking, delivery exceptions, returns, and claims.
• Ensure orders and customer communications alig

[…]
strated ability to troubleshoot issues, manage escalations, and coordinate solutions across multiple teams.

• Proficiency with customer service platforms, order management systems, CRM tools, and spreadsheets.
• A proactive, detail-oriented mindset with a strong sense of ownership and accountability.

Nice to Have

• Experience with wholesale marketplaces such as Faire or similar B2B retail platforms.
• Experience managing corporate gifting, employee gifting, client gifting, or seasonal gifting programs.
• Familiarity with e-commerce platforms, ERP systems, inventory management tools, and shipping platforms.
• Experience building customer support workflows, documenting SOPs, and improving operational processes.
• Experience using customer service metrics and order data to drive business decisions.

What Success Looks Like in One Year

• B2B customer satisfaction and retention.
• Timely response and resolution of business account inquiries.
• Order accuracy and on-time fulfillment for wholesale, bulk, and gifting orders.
• Successful execution of time-sensitive and high-volume orders.
• Reduction in order issues, customer escalations, and preventable fulfillment errors.
• Repeat purchase rates and overall business account engagement.
• Improved operational efficiency and scalability of B2B customer support processes.

Why Join Comfrt?

• Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness.
• Work in a supportive, creative environment where your ideas and growth are valued.
• Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products!
• Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.

Comfort is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.