Job Description
The person who owns the system of customer service, not the person answering emails all day. Someone who makes sure the experience is consistent whether a customer walks into retail, DMs on Instagram, or emails support.
This is not a traditional customer service representative role, but rather a coordination and leadership role responsible for improving how customer service operates across the business.
This role should own the “Voice of the Customer.” Not just service. They become the internal advocate for the customer inside the business.
Core Purpose
Ensure a consistent, high-quality customer experience across all customer touchpoints (Retail, Social Media, and Customer Support) by setting standards, training teams, managing systems, and monitoring performance.
Customer Experience Strategy
Own the overall approach to customer experience across the brand.
Customer Service Philosophy & Tone
- Define the Cu...