Customer Service Lead (Shopify)

Shopify; Commerce (TX); On-site; USD 28,000 - 32,000; Full time

Job summary

DNAM Brands in Texas is seeking a full-time Customer Service Lead to guide a multi-brand support team across channels, including Shopify and social marketplaces. You will set standards, KPIs, monitor shop ratings, and handle escalations to protect brand reputation while delivering a best-in-class customer experience.

Based in or willing to commute to Texas, you will partner with ecommerce, operations, and marketing to drive continuous improvements in a fast-paced fashion and lifestyle ecommerce

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

Data analysis

CRM systems

Communication

Problem solving

Tools

Shopify

TikTok Shop

Whatnot

Job description

DNAM Brands is a family-owned and operated company that owns and licenses a portfolio of globally recognized fashion and lifestyle brands, including Von Dutch, Ed Hardy, Valentino Orlandi, Allbirds, Badgley Mischka, and more. We are looking to hire a full-time Customer Service Lead for DNAM Brands.

In this role, you will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless customer experience across our portfolio of iconic brands—including Von Dutch, Ed Hardy, Trina Turk, Valentino Orlandi, and Badgley Mischka.

You will manage workflows, establish response standards and KPIs, monitor shop ratings, and oversee escalated cases to maintain near-perfect performance across platforms such as TikTok Shop, Shopify, and Whatnot. This role requires experience managing overseas teams, building structured processes, and driving continuous improvement in a fast-paced e-commerce environment.

The Customer Service Lead plays a critical role in protecting brand reputation and customer loyalty—ensuring every interaction reflects our standards for quality, efficiency, and care.

You must be based in or willing to commute to be considered for this position.

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

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

$20 - $23 an hour

Schedule

• Monday-Friday/Weekends as needed
• 8:00 AM - 4:30 PM