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CUSTOMER EXPERIENCE OPERATIONS:
- Lead customer support across email, chat, and phone, managing a team of 13+ across managers and frontline reps.
- Own performance metrics including first human response time, CSAT, SLA adherence, and QA.
- Build clear operating rhythms for reporting, coaching, escalations, and performance management.
AI & AUTOMATION:
- Own the CX automation strategy across Gorgias, Shopify, Yuma, and other tools.
- Identify repetitive contacts to automate, eliminate, or shift to self-service.
- Build and test AI workflows based on actual customer outcomes, not just automation rate.
FULFILLMENT & POST-PURCHASE:
- Oversee the customer-facing performance of internal warehouse and 3PL partners.
- Monitor fulfillment SLAs, shipping delays, order exceptions, and other post-purchase issues.
- Work closely with supply chain and warehouse teams to solve root causes behind customer-facing failures.
PERFORMANCE & REPORTING:
- Build and maintain reporting across customer experience and fulfillment performance.
- Track trends across first response time, CSAT, SLA, automation, contact volume, and more.
- Diagnose why performance changes and turn data into actionable plans.
Not Provided
This company is a high-growth DTC ecommerce business focused on physical products. They operate fully remotely with a team of over 13 in customer experience and fulfillment, emphasizing automation and operational excellence.