On-Site E‑Commerce CX Leader: Drive KPIs & Growth

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

Job summary

Kith, a New York-based lifestyle brand, is seeking an E‑Commerce Customer Experience Manager to supervise the ecommerce customer service team and drive service excellence across channels.

You will define KPIs, monitor performance, manage capacity during peak periods, and collaborate with cross-functional teams to optimize the customer experience while ensuring orders, refunds and inquiries are handled efficiently.

Qualifications

• Minimum of 4 years of experience in online customer service or operations.
• 2+ years of experience leading a team in customer experience.
• Experience with CRM/eCommerce/Chat/app support platforms and related tech.

Responsibilities

• Lead ecommerce customer service offshore team leads and representatives.
• Define and monitor team KPIs and drive continuous improvement.
• Manage capacity to meet business needs, including peak seasons.
• Champion adoption of new initiatives to drive business and efficiency.
• Analyze customer feedback and communicate insights to internal/external teams.
• Document and maintain customer processes and knowledge base articles.
• Identify trends through tracking recurring customer issues.
• Manage daily/weekly/monthly reports to monitor trends and quality issues.
• Assist with order processing, refunds, and order completion across channels.
• Investigate and resolve customer complaints to ensure satisfaction.

Skills

Project management

Cross-functional collaboration

MS Office (Word, Excel, PowerPoint)

Adaptability in fast-paced environment

Tools

Shopify

CRM platforms

Chat apps

Job description

Kith, a New York-based lifestyle brand, is seeking an E‑Commerce Customer Experience Manager to supervise the ecommerce customer service team and drive service excellence across channels.

You will define KPIs, monitor performance, manage capacity during peak periods, and collaborate with cross-functional teams to optimize the customer experience while ensuring orders, refunds and inquiries are handled efficiently.