On-Site E‑Commerce Customer Experience Leader

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

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.