Customer Experience Lead

Title: Customer Experience Lead

Location: Bryan, OH (On-site, Hybrid, or Remote)

Type: Full-time

Hours: Monday–Friday, 8:00 AM – 4:30 PM

Reports To: Operations Manager

Pay Range: 50-60K

Job Summary

Doc’s Diesel is seeking a Customer Experience Lead — a hands-on leader who embodies our core values and drives excellence across every customer touchpoint.

You’ll oversee and elevate the full customer journey, from order to delivery— leading a small but growing team, improving processes, and ensuring every interaction reflects our commitment to quality, service, and trust.

This role is ideal for someone who isn’t afraid to roll up their sleeves, pick up the phone, and help customers directly. You’ll manage communications across phone, email, and social media; assist with product questions and returns; and work cross-functionally to anticipate needs and continuously improve the customer experience.

Experience with eCommerce and a strong understanding of automotive or diesel parts is preferred, as you’ll often guide customers through fitment questions, purchasing decisions, and order resolutions.

Key Responsibilities

• Lead and develop the customer experience team, setting clear goals and expectations.
• Serve as a point of contact for customers via phone, email, and social media when needed.
• Manage the full customer experience, ensuring timely communication and smooth resolutions.
• Coach and mentor team members to deliver consistent, high-quality service.
• Identify opportunities to improve customer satisfaction and streamline processes.
• Collaborate with operations, fulfillment, and marketing to address recurring issues and strengthen the end-to-end experience.
• Maintain help resources, FAQs, and automated responses in customer service platforms.
• Track customer trends, feedback, and KPIs, and share actionable insights with leadership.
• Oversee product returns and refunds, ensuring accuracy and same-day resolution when possible.
• Monitor and respond to customer reviews and feedback to protect and grow brand reputation.
• Support product knowledge initiatives, including understanding new launches and compatibility questions.
• Manage virtual assistants (VAs) for consistent coverage and messaging.
• Optimize and maintain customer support platforms such as Richpanel (or similar systems) for efficiency and scale.
• Handle complex or escalated customer issues with professionalism and a customer-first mindset.
• Analyze data to identify trends and drive continuous improvement across all touchpoints.

Qualifications

• 2-5 years of experience in customer service or customer experience, specifically leading the CX department (eCommerce preferred).
• Experience or knowledge of automotive or diesel parts (strongly preferred).
• A hands-on leader who isn’t afraid to jump in and assist customers directly.
• Proven ability to coach and develop high-performing teams.
• Strong analytical mindset with experience using KPIs, dashboards, and reporting tools.
• Excellent written and verbal communication skills with a friendly, professional tone.
• Highly organized and adaptable in a fast-moving environment.
• Experience with systems like Richpanel (e.g., Gorgias, Zendesk, or Re:amaze) preferred.
• Proficient with related tools such as Shopify, Amazon Seller Central, and Google Workspace.
• Demonstrates Doc’s Diesel’s core values: Can Do Attitude, Extreme Ownership, Customer Focused, No B.S., and We > Me.

What We Offer / Benefits

• Competitive salary
• Health, Vision, Dental, and Life Insurance offerings (available after 90 days of employment)
• Retirement plan with Simple IRA and 3% company match (available after 60 days of employment)
• PTO (available after 60 days of employment)
• No Entitlement Self-Funded Quarterly Incentive Program if profit is met (available to participate after 90 days of employment)
• Opportunities for professional growth and development