Head of Customer Experience

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Take ownership of the Customer Experience strategy for Doc's Diesel.

• Establish, assess, pilot, and expand the department's AI strategy and tools while maintaining a personal touch.

• Develop and implement coaching and training programs for the customer-facing team.

• Define service standards and operating procedures to ensure consistent quality across all shifts.

• Examine customer feedback and journey data to identify and resolve root causes.

• Collaborate with marketing, product, and operations teams to enhance the customer journey.

• Present CX trends, KPIs, and departmental performance metrics to leadership.

• Manage high-stakes escalations via phone as the representative voice for customers.

• Oversee returns and refunds processes, emphasizing accuracy and same-day resolution.

• Enhance support platforms like Richpanel for improved efficiency and scalability.

• Professionally address complex and escalated issues with a customer-first approach.

• Assist with product knowledge initiatives, including new releases and compatibility inquiries.

⛳️ Requirements

• Minimum of 4 years experience in DTC ecommerce customer experience.

• 2 to 3 years of experience managing a team.

• Proven history of developing or managing coaching and training programs for customer-facing teams.

• Strong analytical abilities with experience in KPIs, dashboards, and reporting tools.

• Adept communication skills to present directly to leadership.

• Comfortable managing customer phone interactions and escalations personally.

• Background in automotive or diesel parts is a plus.

• Familiarity with AI-assisted tools such as Richpanel, Gorgias, Zendesk, or Intercom is advantageous.

• Proficiency with Shopify, Amazon Seller Central, and Google Workspace is a bonus.

🏝️ Benefits

• Health, vision, dental, and life insurance available after 60 days of employment.

• Simple IRA with a 3% company match after 60 days of employment.

• Vacation and sick leave granted after 60 days of employment.

• No Entitlement Self-Funded Quarterly Incentive Program if goals are met, available after 90 days of employment.

• Opportunities for professional growth and development.