Customer Service Experience Lead

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: TYPE OF WORK

Full Time

: SALARY

TBD

: HOURS PER WEEK

48

: DATE UPDATED

Oct 13, 2026

JOB OVERVIEW

We’re a fast-moving DTC brand selling across Shopify, Amazon, TikTok Shop, and Walmart. We’re looking for a senior, highly analytical Customer Experience Lead to own our CX operation across all channels. You’ll lead 15+ CX agents and multiple Team Leads, while owning the systems, data, automation, and processes that allow CX to scale efficiently.

This is not a “manage the support team” job. It’s a “build, optimize, and scale the entire customer experience engine” job.

What you’ll actually own:

1. Team Leadership
Lead and develop 15+ CX agents through multiple Team Leads.
Own:
Team Lead and agent performance
Training, QA, coaching, and accountability
Staffing, coverage, and workforce planning
SOPs, escalation processes, and team structure
You should be experienced managing managers, not just individual contributors.

2. Gorgias, Automation & AI
Own and continuously optimize our CX technology.

Deep expertise in:
Gorgias macros, rules, automations, tags, routing, and reporting
AI-powered support and agent assistance
Self-service, FAQ and knowledge base
Workflow automation
QA and ticket categorization
Constantly ask: What can be automated, eliminated, or made better?

3. Ecommerce Customer Experience
Own the customer journey from pre-purchase through retention.

Improve:
Pre-purchase sales and conversion
Product recommendations and customer education
Post-purchase communication
Shipping and fulfillment experience
Returns, refunds, and cancellations
Retention and save-the-sale opportunities
Customer self-service
Understand how CX impacts conversion, AOV, retention, and LTV, not just CSAT.

4. Data, Refunds & Revenue Protection

Own CX analytics and identify the root cause behind:
Refunds
Cancellations
Returns
Chargebacks
Ticket volume
Customer retention
Agent productivity
Build strategies to prevent refunds and chargebacks—not just process them.

5. Multi-Channel & Operations
Own CX across Shopify, Amazon, TikTok Shop, Walmart, and Social Channel comments, including their different customer-service requirements and policies.

Partner closely with Operations on:
Shipping delays
Lost/damaged packages
Fulfillment issues
Inventory problems
International shipping
Proactive customer communication

6. Voice of Customer
Turn customer interactions into actionable business intelligence.
Identify recurring:
Customer objections
Product questions
Complaints
Sentiment trends
Reasons for refunds/cancellations
Bring those insights to Ecommerce, Marketing, Product, Creative, and Operations.

What success looks like:

First 30 days:
Audit Gorgias, macros, workflows, automation, and AI.
Evaluate Team Lead/agent performance.
Identify major ticket, refund, cancellation, and chargeback drivers.
Build a 90 day CX roadmap.

First 90 days:
Implement 90 day CX roadmap
Major Gorgias and automation improvements shipped.
Meaningful AI implementation and optimization.
Clear team performance standards.
Identify pre-purchase/post-purchase flow opportunities.
Reduced unnecessary tickets and operational friction.
Improvements in CSAT, refunds, cancellations, and chargebacks.

Ongoing

Success is measured by:
CSAT | Refunds | Cancellations | Chargebacks | AI Automation |Ticket Volume | Revenue Influenced by CX

Requirements:

5+ years CX/customer service experience with DTC ecommerce
Experience managing 15+ agents and multiple Team Leads.
Proven experience managing managers.
Extensive, hands-on Gorgias experience.
Strong Shopify/ecommerce experience.
Experience optimizing pre- and post-purchase customer flows.
Deep experience with Gorgias macros, automations, rules, and workflows.
Strong CX data and analytics experience.
Experience with refunds, cancellations, returns, and chargebacks.
Heavy, practical use of AI and automation.
Experience in a high-volume, fast-growth environment.

Strongly preferred:

Experience across Shopify, Amazon, TikTok Shop, and Walmart.
7–8+ figure DTC experience.
Experience with retention, LTV, and save-the-sale strategies.
Experience building CX KPI/reporting systems.
Strong understanding of fulfillment and ecommerce operations.
Experience using AI to materially reduce support workload.

This is probably not for you if:

You’ve only managed a small support team.
You’ve never managed Team Leads/managers.
Your Gorgias experience is primarily as an agent.
You think CX is simply about answering tickets faster.
You’re not highly analytical.
You don’t actively use AI to improve workflows.
You prefer maintaining systems rather than constantly optimizing them.

How to apply:

Send us:
Big wins — The largest CX team you’ve managed and results you drove.
Gorgias — One workflow, macro, or automation you built and its impact.
CX optimization — One example of reducing refunds, cancellations, chargebacks, or ticket volume.
AI — How you’re currently using AI in CX.
Your resume or LinkedIn.

SKILL REQUIREMENT

Ecommerce Customer Service Team Leadership

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Customer Service Experience Lead

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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