Head of Customer Experience & Loyalty

Jacob; New York (NY); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Company equity opportunity

Job summary

Jacob in New York City is seeking a leader to build and own the customer experience and retention program. You will lead multi-channel support, shape standards, and embed the customer voice into product decisions to deepen loyalty.

This role combines hands-on service with team leadership, system-building, and cross-functional collaboration to deliver thoughtful, personal care and lasting relationships with our customers.

Qualifications

• 3–5+ years in ecommerce customer service or customer experience.
• Experience coaching teammates and improving support processes.
• Ability to coordinate with cross-functional teams across channels.
• Customer-first orientation with a problem-solving mindset.
• Willingness to work in-person in New York City.

Responsibilities

• Lead customer support across email, social, Amazon, and Faire.
• Build workflows, training materials, and knowledge bases.
• Coordinate with internal teams and partners to resolve issues.
• Listen to customers and relay feedback to product/ops/content.
• Create memorable experiences with subscriber perks and gifts.
• Develop programs to strengthen retention and drive repeat purchases.

Skills

Customer experience leadership

Ecommerce

Team coaching

Cross-functional collaboration

Process improvement

Customer service

Tools

CRM software

Helpdesk tools

Ecommerce platforms

Job description

Jacob in New York City is seeking a leader to build and own the customer experience and retention program. You will lead multi-channel support, shape standards, and embed the customer voice into product decisions to deepen loyalty.

This role combines hands-on service with team leadership, system-building, and cross-functional collaboration to deliver thoughtful, personal care and lasting relationships with our customers.