E-Commerce Customer Experience Manager

KITH; New York (NY); On-site; USD 85,000 - 105,000; Full time

Job summary

Kith, a New York-based lifestyle brand, is seeking an E‑Commerce Customer Experience Manager to supervise the ecommerce customer service team and drive service excellence across channels.

You will define KPIs, monitor performance, manage capacity during peak periods, and collaborate with cross-functional teams to optimize the customer experience while ensuring orders, refunds and inquiries are handled efficiently.

Qualifications

• Minimum of 4 years of experience in online customer service or operations.
• 2+ years of experience leading a team in customer experience.
• Experience with CRM/eCommerce/Chat/app support platforms and related tech.

Responsibilities

• Lead ecommerce customer service offshore team leads and representatives.
• Define and monitor team KPIs and drive continuous improvement.
• Manage capacity to meet business needs, including peak seasons.
• Champion adoption of new initiatives to drive business and efficiency.
• Analyze customer feedback and communicate insights to internal/external teams.
• Document and maintain customer processes and knowledge base articles.
• Identify trends through tracking recurring customer issues.
• Manage daily/weekly/monthly reports to monitor trends and quality issues.
• Assist with order processing, refunds, and order completion across channels.
• Investigate and resolve customer complaints to ensure satisfaction.

Skills

Project management

Cross-functional collaboration

MS Office (Word, Excel, PowerPoint)

Adaptability in fast-paced environment

Tools

Shopify

CRM platforms

Chat apps

Job description

Location: HQ - Williamsburg, Brooklyn

Status: Full-time / 100% on-site

Compensation: $85,000 - $105,000 annually

Position Summary: The E-Commerce Customer Experience Manager in this role is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives.

Responsibilities

• Lead eCommerce customer service offshore team lead and representatives.
• Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset.
• Effectively manage customer service capacity to meet the needs of the business even during peak seasons.
• Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies.
• Evaluate customer feedback and communicate insights to internal teams and external teams to optimize the customer experience.
• Document and maintain customer processes, workflows, and knowledge base articles.
• Identify trends and patterns through tracking and analyzing recurring customer issues.
• Manage daily, weekly, and monthly reports to monitor trends and identify quality issues.
• Assist with order processing, refunds, and order completion as needed for all channels.
• Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels.
• Collaborate with other departments to resolve issues and stay informed of promotions, site and app changes, fulfilment etc.
• Collaborate with leadership to help build and support the team/structure/process.
• Other duties as assigned. Supervisory Responsibilities:
• Chat / App / Social Channels / Phone / Email.
• Order creation for employee / friends & family / partners.
• Assist with domestic and international carrier claims and cross-border relationships.

Experience

• Minimum of 4 years of experience in online customer service or operations required.
• 2 + years of customer experience and demonstrated experience leading a team required.
• Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech.
• Experience with eCommerce site management tools such as Shopify or other eCommerce platforms.
• Call center experience, preferred.
• Technical App Support, preferred.

Skills

• Intermediate or better proficiency in Microsoft Office: Word, Excel and Power Point.
• Outstanding project management experience.
• Ability to work as part of a cross-functional team.
• Assertive, adaptable and excels in a fast-paced environment with competing priorities.

Professional Characteristics

• Keen: Works with high attention to detail, ensuring that all aspects of an assignment, project and/or process are thought through, addressed and delivered for optimal results.
• Innovative: Works with forward-thinking, solution-oriented mindset; ensuring projects, processes and procedures are built out for long-term and within Brand's best interest.

Personal Characteristics

• Team Player: Works well cross-functionally, and amongst their teams; ensuring that all decisions made are shared as a collective effort, with a high level of awareness of impact on others. Tends to be a voice of guidance.
• Heart: Works with passion and care; ensuring that strong ethics and empathy are behaviors continuously exuded. Additionally, their behavior is the best reflection of the Brand's vision, mission and goals.

Who We Are

Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that offers seasonal collections of men’s, women’s and children’s apparel, accessories and footwear through a distinct lens of personal storytelling. Kith embodies a multi-faceted lifestyle, with uncompromising detail to fabrication and design. Led by Founder, CEO and Creative Director Ronnie Fieg, the brand is known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best-in-class collaborators.

Kith operates 16 standalone boutiques around the world, and 3 shop-in-shops. Kith Treats, conceived from Fieg’s childhood love for cereal, operates in 10 locations, as well as Sadelle’s at Kith restaurants in Paris, Miami Design District, Toronto and Seoul.

The Kinnect Foundation, a non-profit established and operated by Kith, is a non-profit devoted to creating positive change through education, community and social impact.

Kith is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

All career opportunities offered by Kith are fully on site, and if contacted, all email communication will come from a kith.com or kithnyc.com email address.