Customer Experience Manager

We are seeking an experienced & strategic Customer Experience Manager to lead our dynamic e-commerce customer service team and ensure best in class customer service delivery. The ideal candidate will be customer obsessed, have strong leadership skills, and a proven track record of implementing excellent customer service strategies and creating elevated customer experiences. Most importantly, we are looking for a leader who will be responsible for inspiring the customer service team, and has a proven track record of identifying & elevating individual strengths to collectively build a world-class, strong performing team.

Responsibilities:Team Leadership & Development

• Hire, train, and coach a high-performing customer service team.
• Create scheduling and coverage plans to ensure timely responses across all channels.
• Foster a culture of empathy, accountability, and continuous improvement.

Customer Experience Management

• Oversee all inbound customer communications via email, chat, phone, and social media.
• Maintain and refine brand voice guidelines for all customer interactions.
• Resolve escalated customer issues with professionalism and care.
• Implement proactive strategies to reduce customer complaints and improve satisfaction.

Operational Excellence

• Develop and maintain SOPs, training materials, and escalation protocols.
• Establish and monitor KPIs (response time, CSAT, NPS, resolution rate, etc.).
• Leverage technology (CRM, helpdesk, automation tools) to improve efficiency.
• Partner with logistics to ensure smooth order fulfillment and returns/exchanges.

Cross-Functional Collaboration

• Work with Marketing on messaging for customer-facing campaigns.
• Partner with Product & Design to relay customer feedback for product development.
• Coordinate with Operations on inventory, shipping delays, and quality control issues.

Data & Continuous Improvement

• Track and analyze customer service metrics to identify trends and opportunities.
• Implement initiatives that improve first-contact resolution and loyalty.
• Regularly report on customer insights to leadership.

Qualifications

• 4+ years of customer service experience, with at least 2 years in a management role (DTC, eCommerce, or fashion/apparel preferred).
• Experience in intimates, lingerie, or apparel preferred
• Strong leadership and team-building skills.
• Excellent verbal and written communication abilities.
• Proficiency with customer service platforms (e.g., Zendesk, Gorgias, Loop, Re-do, Okendo, Stamped, Kustomer).