E‑Commerce & Customer Experience Lead

Eccalon LLC; Detroit (MI); On-site; USD 70,000 - 110,000; Full time

Job summary

Eccalon LLC invites applications for the E-Commerce & Customer Experience Manager role tied to the Epoch Sports brand. You will lead the online store operations, optimize product listings, and drive customer journeys from first visit to post-purchase support.

This hybrid position blends digital merchandising, site management, campaign coordination, and hands-on customer service. The ideal candidate has 2–4 years in e-commerce, proficiency with Shopify Plus, GA, and Gorgias, excellent written

Qualifications

• 2–4 years of experience in an e-commerce or DTC brand.
• Proficiency with Shopify Plus, Google Analytics, and Gorgias.
• Strong written communication and customer tone.
• Ability to analyze data and optimize site performance.
• Comfortable cross-functional collaboration in a fast-paced startup-like environment.
• Entrepreneurial mindset and ownership.
• Passion for sports and performance gear.

Responsibilities

• Oversee Shopify Plus store: uploads, pricing, categorization, collections.
• Monitor website performance, UX, and conversions.
• Coordinate seasonal drops and campaigns with marketing.
• Ensure on-site branding and imagery reflect strategy.
• Track KPIs: conversion rate, AOV, return rate, site speed.
• Coordinate with fulfillment for inventory and shipping.
• Manage integrations: Klaviyo, Gorgias, GA, Meta Ads, post-purchase flows.
• Provide responsive customer support via Gorgias (email, chat, phone).
• Resolve order/shipping issues and maintain FAQs.
• Elevate recurring feedback to product/ops/design.
• Represent customer voice in strategic meetings.
• Maintain brand-aligned tone across communications.

Skills

E-commerce experience

Strong communication

Data analysis

Cross-functional collaboration

Entrepreneurial mindset

Sports enthusiasm

Tools

Shopify Plus

Google Analytics

Gorgias

Klaviyo

Meta Ads

Job description

Eccalon LLC invites applications for the E-Commerce & Customer Experience Manager role tied to the Epoch Sports brand. You will lead the online store operations, optimize product listings, and drive customer journeys from first visit to post-purchase support.

This hybrid position blends digital merchandising, site management, campaign coordination, and hands-on customer service. The ideal candidate has 2–4 years in e-commerce, proficiency with Shopify Plus, GA, and Gorgias, excellent written