Head of Customer Service & Experience
Hybrid - Lakewood NJ area
$70,000 - $90,000
Our client is seeking a highly skilled and dynamic Head of Customer Service & Experience to lead and oversee our customer service operations and the overall customer journey. The ideal candidate will be responsible for driving excellent customer service standards, managing a team based in the Philippines, and ensuring a seamless and exceptional experience from the moment customers receive our product to their ongoing journey with our brand. This is a key leadership role that will directly impact customer satisfaction and retention.
For Head of Customer Service we are looking for someone with a strong background in Amazon, with Amazon experience being the top priority. While Shopify experience is a plus, Amazon expertise is more crucial for the role.
Someone who has led a customer service team, with proven people leadership skills. Experience in managing teams domestically or internationally .. The candidate should also have direct-to-consumer (DTC) customer service experience.
Responsibilities:

• Customer Outreach & Engagement: Lead customer outreach initiatives and ensure timely and effective communication with customers, addressing concerns, inquiries, and feedback.
• Customer Service Team Leadership: Manage and develop a team of customer service agents based in the Philippines. Provide leadership, coaching, and mentorship to ensure a high-performing and motivated team.
• Metrics & Performance Monitoring: Oversee key performance metrics such as email response rates, customer satisfaction scores, and resolution times. Use data-driven insights to continually improve team performance and customer experience.
• Quality Assurance & Communication Standards: Ensure that the customer service team consistently meets quality standards in communication and problem resolution. Review the language, tone, and effectiveness of customer interactions to ensure alignment with brand voice and high-quality service delivery.
• Collaboration with Brand Managers: Regularly communicate with brand managers to keep them informed about customer feedback, service trends, and any emerging issues.
• Work cross-functionally to ensure that customer insights are integrated into product, service, and marketing strategies.
• Customer Journey Management: Oversee the customer journey from the moment the product is received to post-purchase interactions. Ensure customers have a positive experience through all touchpoints, including product unboxing, usage, and after-sale support.
• Process Improvement & Innovation: Continuously identify opportunities to enhance the customer experience, streamline processes, and implement best practices in customer service.
• Reporting & Analysis: Provide regular reports to senior leadership on customer service performance, customer feedback, and team metrics. Use data to drive decision-making and optimize service delivery.

• Proven experience in a senior customer service or customer experience leadership role, ideally in a remote, global environment.
• Strong understanding of customer service metrics, KPIs, and best practices.
• Experience managing and mentoring remote teams, particularly in an offshore setting.
• Excellent communication and interpersonal skills, with the ability to engage with both internal stakeholders (e.g., brand managers) and customers.
• Ability to assess and improve customer service quality, including reviewing communication, tone, and response accuracy.
• A customer-centric mindset with a passion for delivering exceptional experiences.
• Experience using customer service software, CRM systems, and other tools to manage teams and track customer interactions.
• Strong analytical skills with the ability to assess data and implement improvements.
• Proficiency with Zendesk is a plus
• Experience in e-commerce or retail is a plus, but not required.