Customer Experience Lead
New
D
Doc's DieselAutomotive eCommerce
United States, Monday - Friday 8:00 am - 4:30 pm ESTFull-TimeLead
Salary$50,000–$60,000 per year
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Job Details
- Experience
- 2 to 5 years
- Required Skills
- ShopifyGoogle Workspace
Requirements
- 2 to 5 years of experience leading a customer service or customer experience team.
- Experience in the eCommerce industry is preferred.
- Hands-on experience using AI tools in a customer service setting, such as AI chat assistants or automated ticket routing.
- Proven ability to evaluate, pilot, and drive team adoption of new AI/CX technology.
- Demonstrated capability in coaching and developing high-performing teams.
- Strong analytical skills with experience using KPIs, dashboards, and reporting tools.
- Excellent written and verbal communication skills.
- Familiarity with automotive or diesel parts is a plus.
- Experience with platforms like Richpanel, Gorgias, Zendesk, or Intercom is desirable.
- Proficiency with Shopify, Amazon Seller Central, and Google Workspace is preferred.
Responsibilities
- Lead and develop the customer experience team by setting clear goals and expectations.
- Serve as a direct point of contact for customers across phone, email, and social channels.
- Own and scale the team's AI strategy for response speed and accuracy.
- Build and maintain AI-assisted workflows for ticket triage, drafting, and FAQ automation.
- Manage product returns, refunds, and escalated issues with professional resolution.
- Collaborate with operations, fulfillment, and marketing to improve the customer journey.
- Monitor customer trends, feedback, and KPIs to share actionable insights with leadership.
- Manage virtual assistants and optimize support platforms like Richpanel.
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