DTC Customer Experience Lead

Tasting Room Expo; Santa Monica, Northern (CA, KY); Hybrid; USD 55,000 - 70,000; Full time

Job summary

Provignage, based in Los Angeles, seeks a customer-focused role to own the DTC customer service queue and support hospitality teams across locations. You will handle inquiries via email, phone, and HubSpot, ensuring timely resolutions while upholding brand voice and hospitality standards.

In this role you will assist with private client services, memberships, and post-visit follow-ups, coordinating with sales and hospitality leads to deliver seamless guest experiences.

Qualifications

Responsibilities

• Own the DTC customer service queue for all brands across email, phone, and HubSpot tasks.
• Resolve inbound issues: order status, shipping, returns, membership changes, and billing problems.
• Follow hospitality standards, templates, and personalize customer communication.
• Own conversations through to closure; escalate with full context when needed.
• Cover peak periods and occasional evenings/weekends as needed.
• Provide research and notes to hospitality teams before visits and assist post-visit follow-up.
• Maintain member sign-ups and changes for clubs and coordinate VIP experiences.
• Support outbound follow-up for releases, memberships, and allocations to convert service to sales.
• Handle allocation and events for private clients with research and follow-up.
• Maintain HubSpot data, CRM tasks, and cross-functional coordination across teams.
• Report queue metrics and participate in weekly meetings.

Job description

Provignage, based in Los Angeles, seeks a customer-focused role to own the DTC customer service queue and support hospitality teams across locations. You will handle inquiries via email, phone, and HubSpot, ensuring timely resolutions while upholding brand voice and hospitality standards.

In this role you will assist with private client services, memberships, and post-visit follow-ups, coordinating with sales and hospitality leads to deliver seamless guest experiences.