Customer Experience Lead — Brand Voice & Returns (Hybrid)

minnow; Charleston (WV); Vor Ort; USD 65.000 - 85.000; Vollzeit

Zusammenfassung

minnow in Charleston, SC, is seeking a Customer Experience Manager to own the customer journey across email, chat, SMS, and social channels. You will lead a part-time support team, design clear response standards, and ensure every customer touchpoint reflects the minnow brand.

You will also manage the physical unboxing experience and returns in Loop, collaborating with ecommerce, operations, and store teams to deliver a polished customer experience that feels cohesive across channels.

Qualifikationen

• 4+ years in customer experience at a direct-to-consumer brand.
• At least 1 year leading or managing others.
• Based in Charleston or willing to relocate; in-person role.
• Ability to write in brand voice and craft customer-facing copy.

Aufgaben

• Own inbound queue across email, chat, SMS and social; handle majority personally.
• Schedule and coach part-time support; plan staffing ahead of peak season.
• Create macros, response standards and quality bar for consistent brand tone.
• Run returns and exchanges in Loop; manage exceptions and policy gaps.
• Own unboxing experience: packaging, tissue, insert cards and every touchpoint.
• Provide real-time reporting on drivers of contacts and returns; suggest site/product fixes.
• Partner with Charleston store team to align online and in-store brand experience.
• Set and report on response time, resolution and satisfaction standards monthly.

Kenntnisse

Customer experience management

Team leadership

Process improvement

Brand communication

Tools

Shopify

Gorgias

Loop

Jobbeschreibung

minnow in Charleston, SC, is seeking a Customer Experience Manager to own the customer journey across email, chat, SMS, and social channels. You will lead a part-time support team, design clear response standards, and ensure every customer touchpoint reflects the minnow brand.

You will also manage the physical unboxing experience and returns in Loop, collaborating with ecommerce, operations, and store teams to deliver a polished customer experience that feels cohesive across channels.