Customer Experience Lead

Melinda Maria is seeking a full-time Customer Experience Lead to oversee our customer service team! The ideal candidate is passionate about connecting with customers in a meaningful way. They have experience in Customer Service and Clienteling as both a lead/manager, as well as hands on role, and is excited about representing a brand and leading a team of proactive customer service representatives.

Responsibilities:

• Lead and manage the customer service and clienteling team, providing training, coaching, and performance feedback to ensure high-quality service.
• Along with senior managers, develop strategic revenue-driving initiatives
• Work across departments like Product Development, Operations, Marketing, and Digital to share actionable customer insight to increase customer satisfaction.
• Foster a positive work environment to maintain high team morale and motivation.
• Monitor team performance, analyze data, and implement strategies to improve service quality.
• Handle escalated customer inquiries, ensuring timely and effective resolution.
• Develop and implement customer service policies to standardize processes and enhance the customer experience.
• Ensure the customer service team has the tools, resources, and information needed to effectively assist customers.
• Participate in the recruitment and hiring process for new customer service team members.
• Stay informed on product launches, company policies, and industry trends to provide accurate information.
• Utilize our existing AI customer service infrastructure to maximize efficiency and process
• When necessary, be a hands-on agent, handling customer tickets and calls when not engaged in lead responsibilities.

Experience:

• 2+ years in Lead or Manager Role in Customer Service and Clienteling
• Must have experience with Shopify and Gorgias
• Experience working with a D2C Fashion or Accessories brand a plus

Compensation & Benefits:

• Exempt full-time position
• Vacation Days
• Sick Days
• Health, Dental, Vision Benefits
• 401k
• Product Allowance
• Hybrid Schedule