Director of Customer Experience & Service

Director of Customer Experience & Service

USA, Remote-Hybrid

70 – 90K based on experience

Position Overview

We are seeking a dynamic and experienced Head of Customer Service with a strong Amazon background to lead and enhance our customer service operations. Amazon experience is top priority, though Shopify experience is a valuable plus. This is a leadership role requiring proven skills in people management and team leadership. The ideal candidate will have hands-on experience in leading domestic and/or international teams and be familiar with direct-to-consumer (DTC) customer service. You will drive exceptional customer experiences, improve service delivery, and be a key player in enhancing customer satisfaction and retention.

The Ideal Candidate

• Strong Amazon Expertise: Significant experience with Amazon platforms and customer service tools.
• Proven experience managing customer service teams and mentoring staff.
• Leadership Skills: Ability to motivate, develop, and manage both domestic and international teams.
• Expertise in direct-to-consumer (DTC) customer service, ensuring high customer satisfaction.

Key Responsibilities

Customer Outreach & Engagement

• Lead customer outreach initiatives, ensuring effective communication through Amazon and other platforms.
• Address concerns and inquiries efficiently, providing top-tier customer service.

Team Leadership

• Manage and mentor a remote team of customer service agents, ensuring strong performance from the team based in the Philippines.
• Foster a high-performing, motivated team culture through continuous coaching and development.

Performance Monitoring

• Oversee key customer service metrics such as response times, satisfaction scores, and resolution time, with a focus on Amazon metrics.
• Use data insights to drive continuous improvement in customer service.

Quality Assurance

• Ensure customer communication meets Amazon’s brand voice and service standards.
• Analyze and improve the tone, accuracy, and resolution of customer interactions.

Customer Journey Management

• Oversee the customer experience across Amazon (top priority), and additional channels like Shopify and TikTok, ensuring excellent experiences across all touchpoints.
• Drive post-purchase engagement to build customer loyalty.

Cross-Functional Collaboration

• Collaborate with brand managers to implement customer insights and integrate them into broader business strategies.
• Share insights to help shape product, service, and marketing strategies.

Process Improvement & Reporting

• Continuously identify opportunities to enhance and streamline service delivery.
• Provide regular reports on performance metrics and customer feedback to senior leadership.

Qualifications

• Strong experience managing Amazon-based customer service operations, with direct experience in Amazon customer service tools and metrics.
• Proven leadership skills in managing remote or offshore teams.
• DTC customer service experience is essential.
• Excellent communication and problem-solving skills, both internally with team members and externally with customers.
• Familiarity with customer service software (Zendesk is a plus), CRM systems, and analytics tools.
• Experience in e-commerce environments with a focus on delivering excellent customer experiences.
• Passion for improving service operations and delivering exceptional customer journeys.

Must-Haves

• Expertise in managing Amazon customer service operations.
• Proven team leadership experience with remote teams.
• Strong background in direct-to-consumer customer service, ensuring satisfaction across key platforms.
• Ability to analyze and manage customer service metrics and KPIs.

Benefits

• Competitive salary based on experience
• Comprehensive health and wellness benefits
• Professional growth and development opportunities
• Work-life balance with remote hybrid flexibility

Email Resume: Joel@maiplacement.com