🛠 Tech Stack

💼 About This Role

You'll lead the end-to-end online customer experience for Good American, an inclusive fashion brand. You'll develop CX strategies to improve satisfaction and retention while managing a team of Customer Service Representatives. This role offers the chance to shape the brand's customer journey and drive operational excellence across eCommerce.

🎯 What You'll Do

• Develop and implement CX strategies to improve satisfaction and retention
• Lead, mentor, and develop Customer Service Representatives
• Oversee online order management including cancellations, exchanges, and refunds
• Partner with eCommerce, Marketing, Logistics, and Inventory teams

📋 Requirements

• 5+ years experience in CX or Customer Service management in eCommerce or retail
• Proven experience managing and developing a team
• Strong understanding of online order management and fulfillment processes
• Proficiency in customer service platforms and Shopify (or similar eCommerce systems)

✨ Nice to Have

• Experience with Zendesk or Gorgias
• Data-driven mindset with strong analytical skills
• Experience in fashion or retail industry

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Cross-functional Panel· 60 min