What are the responsibilities and job description for the Head of Customer Service & Experience position at Mai Placement?

Job Description

Head of Customer Service & Experience

Hybrid – Howell, NJ (1–2 days onsite) | Travel Required

80 - 120K based on experience

Position Overview

We're looking for a dynamic Head of Customer Service & Experience with strong Amazon expertise to lead and enhance our customer service operations. This role is hybrid , requiring 1–2 days onsite in Howell, NJ, and includes travel to the Dominican Republic multiple times per quarter .

If you've led DTC customer service teams , have domestic or international leadership experience , and know Amazon inside out , we want to hear from you! Shopify experience is a plus. This is a leadership role , requiring strong people management skills and the ability to drive customer satisfaction, retention, and operational excellence.

The Ideal Candidate

Amazon Expertise : Strong background in Amazon customer service operations, tools, and metrics .
DTC Leadership : Experience managing a direct-to-consumer customer service department .
International Experience : Leadership of domestic or international customer service teams .
Team Management : Ability to motivate, develop, and mentor high-performing teams.
Strategic Mindset : Proven ability to optimize workflows, improve CX, and drive business impact .

Key Responsibilities

Customer Engagement & Experience

Oversee Amazon customer service operations , ensuring high response quality and efficiency.

Address customer concerns and inquiries quickly and effectively across multiple platforms.

Team Leadership

Manage and mentor a remote team of customer service agents (including teams in the Philippines).

Build a high-performance team culture with coaching, training, and leadership support.

Performance & Quality Control

Track and optimize Amazon customer service KPIs , including response times, resolution rates, and satisfaction scores.

Ensure all customer communications meet Amazon's service standards and brand voice .

Customer Journey Management

Oversee the entire customer experience across Amazon (priority), Shopify, and TikTok .

Improve post-purchase engagement to boost customer satisfaction and loyalty .

Collaboration & Reporting

Work closely with brand managers to integrate customer insights into business strategies.

Provide regular performance reports and recommend improvements to leadership.

Qualifications

Amazon Customer Service Expertise – Experience managing Amazon-based customer service operations, tools, and KPIs.

DTC Customer Service Leadership – Proven experience leading a DTC customer service department .

Remote & International Team Management – Leadership of domestic or offshore teams .

Data-Driven Decision Making – Ability to analyze customer service metrics and implement improvements.

Tech-Savvy – Experience with customer service platforms (Zendesk is a plus).

Problem-Solver – Strong communication and conflict-resolution skills.

Must-Haves

Amazon customer service management experience .

Leadership experience in a DTC environment .

Proven success in managing remote teams .

Ability to travel to the Dominican Republic multiple times per quarter .

Benefits

Competitive salary based on experience

Comprehensive health and wellness benefits

Professional growth and development opportunities

Work-life balance with remote hybrid flexibility

Apply Now!

Email Resume : Joel@maiplacement.com

Apply Online :

https : / / jobs.crelate.com / portal / maiplacement / job / nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526

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