Head of Customer Service Experience
Head of Customer Service Experience
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Job Alert
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$ 80000 - 120000
1 Vacancy
Job Description
Head of Customer Service & Experience
Hybrid Howell NJ 12 days onsite) Travel Required
80 120K based on experience
Position Overview
Were 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 12 days onsite in Howell NJ and includes travel to the Dominican Republic multiple times per quarter.
If youve 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 directtoconsumer customer service department.
- International Experience: Leadership of domestic or international customer service teams.
- Team Management: Ability to motivate develop and mentor highperforming 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.
- Manage and mentor a remote team of customer service agents (including teams in the Philippines).
- Build a highperformance team culture with coaching training and leadership support.
- Track and optimize Amazon customer service KPIs including response times resolution rates and satisfaction scores.
- Ensure all customer communications meet Amazons service standards and brand voice.
- Oversee the entire customer experience across Amazon (priority) Shopify and TikTok.
- Improve postpurchase engagement to boost customer satisfaction and loyalty.
- 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 Amazonbased 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.
- DataDriven Decision Making Ability to analyze customer service metrics and implement improvements.
- TechSavvy Experience with customer service platforms (Zendesk is a plus).
- ProblemSolver Strong communication and conflictresolution skills.
MustHaves
- 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
- Worklife balance with remote hybrid flexibility
Apply Now!
Apply Online:
Director
Employment Type
Full Time
