E-Commerce Customer Experience Manager
At a glance
Mid-level Customer Success role at Kith. Brooklyn · full-time · $85,000–$105,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Supervise the offshore e-commerce service lead and representatives across chat, app, social, phone, and email
- Set team KPIs, review recurring issues, and use daily, weekly, and monthly reporting to flag quality trends
- Plan service capacity for peak periods while pushing initiatives that improve efficiency and customer experience
- Review customer feedback, share findings with internal and external teams, and resolve complaints through the right channels
- Maintain workflows and knowledge articles while helping with orders, refunds, completion, and carrier claims
What you bring
- At least four years in online customer service or operations, including two years in customer experience and team leadership
- Hands-on familiarity with CRM, e-commerce, chat, app-support, and other emerging customer service technologies
- Experience using Shopify or another e-commerce platform, plus intermediate Microsoft Word, Excel, and PowerPoint skills
- Strong project management ability and comfort working across departments in a fast-moving environment
Who this fits
You’ll suit a hands-on manager who can lead an offshore service team while staying involved in orders, complaints, reporting, and process work. The position is fully on-site at the Williamsburg headquarters in Brooklyn. It is a full-time role with stated annual compensation of $85,000 to $105,000.
From the employer
Location: HQ - Williamsburg, Brooklyn
Status: Full-time / 100% on-site
Compensation: $85,000 - $105,000 annually
Position Summary: The E-Commerce Customer Experience Manager in this role is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives.
RESPONSIBILITIES
Lead eCommerce customer service offshore team lead and representatives.
Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset.
Effectively manage customer service capacity to meet the needs of the business even during peak seasons.
Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies.
Evaluate customer feedback and communicate insights to internal teams and external teams to optimize the customer experience.
Document and maintain customer processes, workflows, and knowledge base articles.
Identify trends and patterns through tracking and analyzing recurring customer issues.
Manage daily, weekly, and monthly reports to monitor trends and identify quality issues.
Assist with order processing, refunds, and order completion as needed for all channels.
Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels.
Collaborate with other departments to resolve issues and stay informed of promotions, site and app changes, fulfilment etc.
Collaborate with leadership to help build and support the team/structure/process.
Other duties as assigned. Supervisory Responsibilities: • Chat / App / Social Channels / Phone / Email.
Order creation for employee / friends & family / partners.
Assist with domestic and international carrier claims and cross-border relationships.
REQUIREMENTS
Experience
Minimum of 4 years of experience in online customer service or operations required.
2 + years of customer experience and demonstrated experience leading a team required.
Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech.
Experience with eCommerce site management tools such as Shopify or other eCommerce platforms.
Call center experience, preferred.
Technical App Support, preferred.
Skills
Intermediate or better proficiency in Microsoft Office: Word, Excel and Power Point.
Outstanding project management experience.
Ability to work as part of a cross-functional team.
Assertive, adaptable and excels in a fast-paced environment with competing priorities.
WHO YOU ARE
Professional Characteristics
Keen: Works with high attention to detail, ensuring that all aspects of an assignment, project and/or process are thought through, addressed and delivered for optimal results.
Innovative: Works with forward-thinking, solution-oriented mindset; ensuring projects, processes and procedures are built out for long-term and within Brand's best interest.
Personal Characteristics
Team Player: Works well cross-functionally, and amongst their teams; ensuring that all decisions made are shared as a collective effort, with a high level of awareness of impact on others. Tends to be a voice of guidance.
Heart: Works with passion and care; ensuring that strong ethics and empathy are behaviors continuously exuded. Additionally, their behavior is the best reflection of the Brand's vision, mission and goals.
WHO WE ARE
Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that offers seasonal collections of men’s, women’s and children’s apparel, accessories and footwear through a distinct lens of personal storytelling. Kith embodies a multi-faceted lifestyle, with uncompromising detail to fabrication and design. Led by Founder, CEO and Creative Director Ronnie Fieg, the brand is known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best-in-class collaborators.
Kith operates 16 standalone boutiques around the world, and 3 shop-in-shops. Kith Treats, conceived from Fieg’s childhood love for cereal, operates in 10 locations, as well as Sadelle’s at Kith restaurants in Paris, Miami Design District, Toronto and Seoul.
The Kinnect Foundation, a non-profit established and operated by Kith, is a non-profit devoted to creating positive change through education, community and social impact.
Kith is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
All career opportunities offered by Kith are fully on site, and if contacted, all email communication will come from a kith.com or kithnyc.com email address. Please note that any correspondence from an alternative email domain, or offering anything other than in-person work, is fraudulent.
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