Director of Customer Experience

Lemieux et Cie is a leading home furnishings company specializing in luxury furniture and home decor built on the legacy of design history and craftsmanship. 

We are dedicated to creating a best in class shopping experience for our customers, delivering quality products, and ensuring exceptional service. We are seeking a dynamic, customer-focused Director of Customer Service with experience at a home furnishings company who will not only lead but also directly contribute to providing exceptional customer service.

The Director of Customer Service will be responsible for managing, developing, and executing the customer service strategy for Lemieux et Cie, ensuring our customers’ needs are met with the highest level of care. This is a hands-on leadership role where you will guide the customer service team while also taking an active role in resolving customer issues: handling product inquiries, returns, exchanges and complaints. and supporting the day-to-day operations of the department.  Directly engage with customers via phone, email, and chat, resolving issues related to orders, product inquiries, returns, exchanges, and complaints.

Key Responsibilities:

• Lead a small, dedicated team of customer service representatives by setting clear expectations, providing coaching, and driving performance improvements.
• Lead by example—actively assist with customer service cases, provide mentorship, and ensure high-quality interactions are maintained.
• Oversee team schedules and workflows, ensuring adequate coverage during peak periods and coordinating time off.

• Directly engage with customers via phone, email, and chat, resolving issues related to orders, product inquiries, returns, exchanges, and complaints.
• Handle escalated customer issues, ensuring timely and satisfactory resolution to enhance customer loyalty.
• Manage the entire post-purchase experience, including order tracking, product support, and issue resolution.
• Develop and refine operational processes to streamline the handling of customer inquiries, complaints, and feedback, making improvements as needed.

• Collaborate with senior leadership to shape customer service policies, ensuring alignment with the overall company goals and enhancing the customer experience.
• Identify opportunities for process improvements to reduce customer pain points and improve response times.
• Create, implement, and monitor customer service standards and KPIs, ensuring both team performance and customer satisfaction goals are consistently met.
• Actively collect and analyze customer feedback to identify trends, issues, and areas for improvement.

• Work closely with the sales, marketing, and product teams to address customer feedback, provide insights, and help refine products and services.
• Partner with the logistics and warehouse teams to ensure smooth order fulfillment and quick resolution of delivery-related issues.
• Provide customer insights to the product team to inform product development and quality assurance.

• Monitor customer service performance, track KPIs, and create regular reports on customer satisfaction, response times, and issue resolution.
• Use data and feedback to identify recurring issues or trends and propose actionable improvements.
• Report on customer service performance and make recommendations to senior leadership for continuous improvement.

• Manage and optimize tools (Hiver, Airtable, Excel as well as warehouse and manufacturer B2B softwares) to ensure smooth operation of the department.
• Take an active role in training the team on using new technologies and platforms, as well as troubleshooting any issues that arise.
• Evaluate new customer service technologies and recommend solutions to improve team efficiency and service delivery.

• Engage with customers directly to ensure satisfaction and resolve any issues that may impact customer loyalty.
• Develop and implement initiatives to drive repeat business, such as follow-up surveys, customer appreciation programs, or loyalty incentives.
• Champion the customer-first mindset throughout the company, encouraging all employees to prioritize customer satisfaction.
  

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field 
• 5 years of experience in customer service, with at least 2 years in a leadership role. Home furnishings or retail industry experience is highly preferred.
• Strong background in handling customer inquiries, complaints, and escalations.
• Excellent communication, problem-solving, and interpersonal skills.
• Proven experience in managing customer service operations while being directly involved in front-line service delivery.
• Ability to balance leadership responsibilities with hands-on customer support.
• Analytical skills to assess team performance and customer satisfaction data, with a drive to make data-driven improvements.
• Comfort with customer service tools.
• Strong organizational skills with the ability to juggle multiple tasks and meet deadlines in a fast-paced environment.
• Passion for creating a positive customer experience and building long-term customer relationships.
  

Working Conditions:

• Full-time position with occasional evening or weekend work required.
• Opportunity to work from our store in Soho, NYC or fully remote.

How to Apply:

Please submit your resume and cover letter outlining your qualifications and relevant experience to hr@lemieuxetcie.com