Customer Experience Lead - DTC eCommerce

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

TBD

: DATE UPDATED

Jul 15, 2026

JOB OVERVIEW

About Us

[vrsn] is a Hong Kong-based footwear brand redefining what pain-relief shoes can be: functional, stylish, and built for everyday life. After a successful Kickstarter launch in 2024, we're building out our global eCommerce business at vrsn.co.

The Role

We're looking for a Customer Experience Lead to own CX across every touchpoint at [vrsn] — from the first support question to the post-purchase experience that turns a first-time buyer into a repeat customer. This is a full-time, fully remote role. You'll run day-to-day support, keep it in sync with marketing and operations, and stay on top of the issues that drive our volume — returns, sizing, and fulfillment chief among them — making sure things actually get done.

What You'll Do

- Own day-to-day customer conversations across email, chat and social — using AI tools to resolve routine questions fast, and personally handling escalations and high-touch cases
- Build and improve the CX engine: macros, SOPs, help center content, and AI support automation that keep us fast and consistent as we scale
- Track and report the metrics that matter (response time, CSAT, resolution, return reasons) and get ahead of issues before they grow
- Turn feedback, returns, and CSAT data into clear insights — and partner with marketing and ops to act on them (sizing, site, retention, fulfillment)
- Be proactive: flag problems early, propose improvements, and own them end to end

What We're Looking For

- 3+ years in DTC/eCommerce customer experience or support, including hands-on time carrying a queue as a CX rep — you've done the work, not just overseen it
- Strong analytical instincts: comfortable digging into feedback, returns, and CSAT data and turning it into concrete changes
- AI-first: fluent in using AI tools to handle support volume, draft responses, and speed up your workflow — and grounded in the fundamentals of CX automation (macros, workflows, help center, AI agents)
- Proven experience working cross-functionally with marketing and operations — this role lives at that intersection
- An owner, not just an executor: you've built and improved processes and SOPs, not only followed them
- Excellent written English; a clear, proactive communicator in a remote, async team

Nice to Have

- Experience managing or mentoring a small team (1–2 people)
- Footwear, apparel, or comfort/wellness product experience
- Hands-on with our stack or similar: Intercom, Shopify, Klaviyo

To Apply

Please share:

- A short note on your CX background — the tools you've owned and one touchpoint or process you improved, with the result
- One example of how you've used AI to handle support volume or speed up your work
- One example of a customer insight you spotted and turned into a change in product, site, or marketing

NOTE: Only candidates who follow the application instructions and meet the required qualifications will be considered.

SKILL REQUIREMENT

Customer Support Ecommerce AI Tools

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Customer Experience Lead - DTC eCommerce

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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