Job Description
We are hiring a Customer Service Manager to lead daily Customer Experience (CX) operations for a fast-growing luxury physical goods e-commerce brand. This role combines customer support leadership, CX systems ownership, AI-driven operational improvement, and cross-functional collaboration with Operations and Fulfillment teams.
The ideal candidate has experience in luxury or premium DTC e-commerce environments, understands the expectations of high AOV customers, and is comfortable operating in high-volume CX environments (+200 tickets per day on average) while maintaining a premium, brand-aligned customer experience.
This person will oversee a small remote CX team, manage escalations and VIP customers, and own CX platform administration including workflows, automations, AI agents, reporting, and optimization initiatives. The role works aligned with U.S. business hours and plays a key role in improving CSAT, response times, retention, and overall customer experience...