E‑Commerce CX Manager — Lead Customer Experience & Ops

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

Job summary

Kith is seeking an E-Commerce Customer Experience Manager to lead the ecommerce customer service team, ensuring top-tier service and efficient operations from headquarters in Williamsburg, Brooklyn. You will supervise team leads and reps, monitor KPI performance, and drive improvements across channels including chat, phone, and email.

You will collaborate with cross-functional partners, manage peak-season capacity, and implement new initiatives to optimize the customer journey.

Qualifications

• Minimum 4 years of experience in online customer service or operations.
• 2+ years leading a team.
• Experience with Customer Service platforms (CRM, eCommerce, Chat, app support).
• Experience with Shopify or other eCommerce platforms.
• Call center experience preferred.
• Technical App Support preferred.

Responsibilities

• Lead eCommerce customer service offshore team lead and representatives.
• Define and monitor team performance against KPIs and drive continuous improvement.
• Effectively manage customer service capacity to meet business needs during peak seasons.
• Champion adoption and implementation of new initiatives to drive the business.
• Evaluate customer feedback and communicate insights to internal/external teams to optimize the customer experience.
• Document and maintain customer processes, workflows, and knowledge base articles.
• Identify trends 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 across channels.
• Investigate and resolve customer complaints to ensure satisfaction.
• Collaborate with other departments to resolve issues and stay informed of promotions, site/app changes, fulfilment.
• Collaborate with leadership to help build and support the team/structure/process.
• Other duties as assigned.

Skills

MS Office

Project management

Cross-functional teamwork

Fast-paced adaptability

Tools

Shopify

CRM platforms

Chat support tools

App support tools

Job description

Kith is seeking an E-Commerce Customer Experience Manager to lead the ecommerce customer service team, ensuring top-tier service and efficient operations from headquarters in Williamsburg, Brooklyn. You will supervise team leads and reps, monitor KPI performance, and drive improvements across channels including chat, phone, and email.

You will collaborate with cross-functional partners, manage peak-season capacity, and implement new initiatives to optimize the customer journey.