Customer Service Lead - Shopify & E-commerce Authority

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

Job summary

DNAM Brands is seeking a full-time Customer Service Lead based in Texas. You will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless experience for our portfolio of brands including Von Dutch, Ed Hardy, and Valentino Orlandi.

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 Shopify, TikTok Shop, and

Qualifications

• 2-3 years in customer service or support management.
• Strong leadership and team management.
• 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 shop ratings and maintain high scores
• Establish workflows, 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

Customer service

CRM software

Data analysis

Communication

Tools

Shopify

TikTok Shop

Whatnot

Job description

DNAM Brands is seeking a full-time Customer Service Lead based in Texas. You will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless experience for our portfolio of brands including Von Dutch, Ed Hardy, and Valentino Orlandi.

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 Shopify, TikTok Shop, and