Tech Stack

Description

You will own the end-to-end vision, strategy, and execution for customer service and experience at BRUNT Workwear, ensuring best-in-class support while building scalable processes. This role combines strategic leadership with hands-on operations, mentoring teams and driving cross-functional collaboration to improve customer loyalty and business growth.

Requirements

• Proven experience scaling CX organizations in high-growth environments
• Deep expertise in CS tooling such as Shopify, Gorgias, Loop Returns, and Order Management Systems
• Strong data-driven decision-making skills with metrics like NPS, CSAT, SLA
• Experience managing BPO partnerships and multi-channel support operations
• Ability to act as customer advocate and influence cross-functional strategy

Responsibilities

• Own SLA definition and performance goals, oversee CS operations across email, phone, and chat
• Evaluate and improve workflows, tools, policies, and staffing models for efficiency and quality
• Build and manage CS operating budgets, optimizing cost per contact
• Balance in-house teams, BPO partners, and AI solutions to maximize coverage and satisfaction
• Lead, develop, and mentor Senior Managers and their teams, ensuring alignment and accountability