Head of Customer Service & Experience

Head of Customer Service & Experience Hybrid – Howell, NJ (1–2 days onsite) | Travel Required 80 - 120K based on experience Position Overview We're looking for a dynamic Head of Customer Service & Experience with strong Amazon expertise to lead and enhance our customer service operations. This role is hybrid, requiring 1–2 days onsite in Howell, NJ, and includes travel to the Dominican Republic multiple times per quarter. If you've led DTC customer service teams, have domestic or international leadership experience, and know Amazon inside out, we want to hear from you! Shopify experience is a plus. This is a leadership role, requiring strong people management skills and the ability to drive customer satisfaction, retention, and operational excellence. The Ideal Candidate

• Amazon Expertise: Strong background in Amazon customer service operations, tools, and metrics.
• DTC Leadership: Experience managing a direct-to-consumer customer service department.
• International Experience: Leadership of domestic or international customer service teams.
• Team Management: Ability to motivate, develop, and mentor high-performing teams.
• Strategic Mindset: Proven ability to optimize workflows, improve CX, and drive business impact.

Key Responsibilities

Customer Engagement & Experience

• Oversee Amazon customer service operations, ensuring high response quality and efficiency.
• Address customer concerns and inquiries quickly and effectively across multiple platforms.

Team Leadership

• Manage and mentor a remote team of customer service agents (including teams in the Philippines).
• Build a high-performance team culture with coaching, training, and leadership support.

Performance & Quality Control

• Track and optimize Amazon customer service KPIs, including response times, resolution rates, and satisfaction scores.
• Ensure all customer communications meet Amazon's service standards and brand voice.

Customer Journey Management

• Oversee the entire customer experience across Amazon (priority), Shopify, and TikTok.
• Improve post-purchase engagement to boost customer satisfaction and loyalty.

Collaboration & Reporting

• Work closely with brand managers to integrate customer insights into business strategies.
• Provide regular performance reports and recommend improvements to leadership.

Qualifications

• Amazon Customer Service Expertise – Experience managing Amazon-based customer service operations, tools, and KPIs.
• DTC Customer Service Leadership – Proven experience leading a DTC customer service department.
• Remote & International Team Management – Leadership of domestic or offshore teams.
• Data-Driven Decision Making – Ability to analyze customer service metrics and implement improvements.
• Tech-Savvy – Experience with customer service platforms (Zendesk is a plus).
• Problem-Solver – Strong communication and conflict-resolution skills.

Must-Haves

• Amazon customer service management experience.
• Leadership experience in a DTC environment.
• Proven success in managing remote teams.
• Ability to travel to the Dominican Republic multiple times per quarter.

Benefits

• Competitive salary based on experience
• Comprehensive health and wellness benefits
• Professional growth and development opportunities
• Work-life balance with remote hybrid flexibility

Apply Now! Email Resume: [email protected] Apply Online: https://jobs.crelate.com/portal/maiplacement/job/nuaqugwt3wp733w9ridmho5pdh?crt=1733874667526 Apply Job!