Customer Service Lead — E‑commerce Brand Champion

DNAM Brands; Commerce (CA); On-site; USD 28,000 - 32,000; Full time

Job summary

DNAM Brands is seeking a Customer Service Lead to guide the customer service team across all channels for our fashion and lifestyle brands.

You will drive response quality, establish workflows and KPIs, monitor shop ratings, and resolve escalated issues to protect brand reputation and ensure exceptional customer experiences. Based in or willing to commute to the California area, you will collaborate with ecommerce, operations, and marketing teams.

Qualifications

• 2-3 years of experience in customer service or support management.
• Strong leadership and team management skills.
• Experience with customer service platforms and CRM systems.
• Excellent communication and problem-solving abilities.
• Data-driven mindset with ability to analyze performance metrics.

Responsibilities

• Lead and manage the customer service team across all support channels
• Monitor the rating on our shops and maintain our close to perfect scores
• Establish workflows, response standards, and performance KPIs
• Handle escalated customer issues and resolve complex cases
• Partner with e-commerce, operations, and marketing teams to improve customer experience
• Monitor ticket volume, response times, and customer satisfaction metrics

Skills

Leadership

Team management

Customer service

CRM experience

Communication

Data-driven

Tools

Shopify

TikTok Shop

Whatnot

Job description

DNAM Brands is seeking a Customer Service Lead to guide the customer service team across all channels for our fashion and lifestyle brands.

You will drive response quality, establish workflows and KPIs, monitor shop ratings, and resolve escalated issues to protect brand reputation and ensure exceptional customer experiences. Based in or willing to commute to the California area, you will collaborate with ecommerce, operations, and marketing teams.