Head of Customer Experience & AI-Driven Support

Jiffy; Town of Texas, Fort Worth (WI, TX); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k)

Wellness benefits

MacBook or PC laptop

$200 annual website credit

Team merch drops

Job summary

Jiffy in Dallas seeks a Manager of Customer Service to own the frontline support experience and scale AI-native processes. You will lead the Dallas team, define service levels, drive CSAT/NPS, and build workflows that improve resolution times and quality.

You’ll partner with Engineering on internal tooling, automate where possible, and defend customer needs to leadership. The role blends leadership, QA, operations, and voice-of-customer insight with hands-on AI/automation.

Qualifications

• Bachelor’s degree required.
• 8+ years in customer service / customer experience, including direct experience leading a frontline support team and owning service levels end to end.
• DTC, E-commerce, 3PL industry expertise required.
• Hands-on support-operations experience - workforce management, scheduling, SLA management, and QA across our digital, case-based channels (email and chat).
• Demonstrated ability to build workflows and processes from scratch, escalation paths, QA frameworks, macros, and reporting not just inherit and maintain them.
• Current, concrete examples of AI/automation changing how support work gets done, with judgment about its limits.
• Fluency with Zendesk, our chat platform, and purpose-built internal tools, plus comfort partnering with Engineering on internal tooling - where most of the actual work happens - and owning the data yourself.
• A hands-on builder who thrives with a lean team and broken processes, you'd rather fix and automate than staff around a problem.
• Exceptional communication, you can explain what the customer signal means to leadership and defend your priorities with evidence.
• Analytical rigor - comfortable defining metrics, questioning denominators, and reading distributions rather than averages.

Responsibilities

• Lead, coach, and develop the Dallas customer service team onsite — set the standard on the floor, run the daily huddles, and raise the bar with every hire.
• Own hiring, onboarding, ramp, and performance management for the team — build a bench and a clear career path from Partner to lead to supervisor.
• Be present and hands-on: jump on escalations, work the queue when volume demands it, and stay close enough to the customer to know what's actually happening.
• Own the quality bar end to end - QA scoring, calibration, coaching loops, and the definition of what "great" looks like on every channel.
• Own the resolution policy - define how we make things right for customers, leading with correction, replacement, or store credit and treating refunds as the last resort.
• Own refund and reimbursement integrity - when we owe a customer money or a remedy, make sure it goes out promptly and keep those queues at zero.
• Own CSAT, NPS, and resolution quality - set targets, close the loop on detractors, and turn feedback into concrete fixes.
• Build the escalation and recovery playbooks that protect the customer relationship on the hardest cases.
• Own service levels across channels - first response time, resolution time, and backlog - and keep re-sequencing, automating, and tightening the operation to hit them.
• Own workforce management - forecasting volume, staffing and scheduling to demand, and managing occupancy and shrinkage across the Dallas floor.
• Build the reporting that gives leadership real visibility - contact drivers, cost-to-serve per contact, channel mix, and week-over-week trends - with line-item detail, not vanity metrics.
• Own a clean issue taxonomy - every case carries one cause and one resolution - and partner with the data team so customer service reports off consistently defined, governed metrics.
• Own the agent workspace and automation layer as its product owner. Much of our automation already exists, so audit what we have, tune it, and deliberately switch on what works rather than building from zero.
• Define requirements, validate with agents on the floor, and decide with Engineering what to build, fix, or retire.
• Apply AI across support - deflection, auto-drafting responses, triage and routing, macro generation, and QA at scale - with clear judgment about where AI has limits.
• Reduce contacts at the source by partnering with Product and Operations to fix the root causes that generate tickets in the first place.
• Build a lean, AI-first service team in your image - hiring for both service instinct and AI-nativeness.

Skills

Leadership

Analytics

Communication

Automation

AI experience

Customer service

Zendesk

Workflow design

Education

Bachelor’s degree

Tools

Zendesk

Internal tooling

Job description

Jiffy in Dallas seeks a Manager of Customer Service to own the frontline support experience and scale AI-native processes. You will lead the Dallas team, define service levels, drive CSAT/NPS, and build workflows that improve resolution times and quality.

You’ll partner with Engineering on internal tooling, automate where possible, and defend customer needs to leadership. The role blends leadership, QA, operations, and voice-of-customer insight with hands-on AI/automation.