Job Description
Job Description
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 experienceComprehensive health and wellness benefitsProfessional growth and development opportunitiesWork-life balance with remote hybrid flexibilityEmail Resume : Joel@maiplacement.com
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