E-Commerce Customer Experience Manager

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

Job summary

KITH is seeking an E-Commerce Customer Experience Manager in New York to lead the ecommerce support team and oversee service quality across channels. You will drive KPI attainment, optimize processes, and collaborate with cross-functional partners to improve the customer journey.

The role requires 4+ years in online customer service with leadership experience and familiarity with Shopify, CRM tools, and MS Office. This is a full-time on-site position in Williamsburg, Brooklyn.

Qualifications

• Experience in online customer service or operations.
• Experience leading a team in a customer service context.

Responsibilities

• Lead eCommerce customer service team leads and representatives.
• Define and monitor KPIs and drive continuous improvement.
• Manage capacity to meet business needs during peak seasons.
• Champion new initiatives to drive business and efficiencies.
• Evaluate feedback and communicate insights to internal/external teams.
• Document and maintain customer processes, workflows, and knowledge base articles.
• Identify trends from recurring issues and analyze data.
• Prepare daily, weekly, monthly reports to monitor trends and quality.
• Assist with order processing, refunds, and order completion for all channels.
• Investigate and resolve customer complaints to ensure satisfaction.
• Collaborate with other departments on promotions, site/app changes, and fulfilment.
• Support leadership to build and sustain team structures and processes.
• Other duties as assigned.
• Supervisory: chat/app/social/phone/email communications.

Skills

Customer service leadership

CRM

Shopify

Excel

PowerPoint

Project management

Cross-functional collaboration

App support

Call center experience

Tools

CRM platforms

Shopify

Job description

Location: HQ - Williamsburg, BrooklynStatus: Full-time / 100% on-siteCompensation: $85,000 - $105,000 annuallyPosition 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.RESPONSIBILITIESLead 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.REQUIREMENTSExperienceMinimum 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.SkillsIntermediate 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.WHO YOU AREProfessional CharacteristicsKeen: 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 CharacteristicsTeam 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 AREEstablished 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. Please note that any correspondence from an alternative email domain, or offering anything other than in-person work, is fraudulent.