Customer Experience Lead, DTC Brand

minnow; Charleston (SC); Hybrid; USD 60,000 - 90,000; Full time

Job summary

minnow is a family lifestyle brand seeking a Customer Experience lead to own voice across email, chat, SMS and social, while managing a part-time team and building scalable processes.

You will oversee the end-to-end customer journey, including returns and the unboxing experience, reporting insights to improve products and site fixes. This hybrid Charleston role reports to the COO and collaborates with ecommerce, operations and store teams.

Qualifications

• 4+ years in customer experience or customer service at a direct-to-consumer brand, including at least a year leading or managing others.
• Based in Charleston or willing to relocate; this role is in person.
• Fluency with Shopify and a modern helpdesk, Gorgias preferred, plus returns tooling such as Loop.
• Writing strong enough to count as brand copy. Every reply is a customer touchpoint.
• A track record of building process where none existed, not just working inside someone else's.
• Comfort with the physical side of the job: packaging specs, vendor quotes, samples and unit costs.
• Premium apparel, children's, or another category where people care what the box looks like (preferred).

Responsibilities

• Own minnow's inbound queue across email, chat, SMS and social, and personally handle the majority of it
• Manage, schedule and coach the part-time support team, and build the staffing plan ahead of peak season instead of during it
• Write the macros, response standards and quality bar the team works from, so a reply reads like minnow no matter who sent it
• Run the customer side of returns and exchanges in Loop, including exceptions, escalations and the judgment calls policy does not cover
• Own the unboxing experience end to end: packaging, tissue, insert cards and everything a customer touches before they touch the product
• Bring the voice of the customer back to the business with real reporting on what drives contacts, what drives returns, and which product or site fixes would remove both
• Partner with the Charleston store team so online and in store feel like the same brand
• Set and report on response time, resolution and satisfaction standards every month

Skills

Customer service

Leadership

Brand copy

Tools

Shopify

Gorgias

Loop

Job description

minnow is a family lifestyle brand seeking a Customer Experience lead to own voice across email, chat, SMS and social, while managing a part-time team and building scalable processes.

You will oversee the end-to-end customer journey, including returns and the unboxing experience, reporting insights to improve products and site fixes. This hybrid Charleston role reports to the COO and collaborates with ecommerce, operations and store teams.