CUSTOMER EXPERIENCE SUPERVISOR, ECOMMERCE

The Customer Experience Supervisor, Ecommerce owns the end-to-end customer journey, driving excellence across service, fulfillment, and post-purchase operations. This role leads a small, dedicated team while remaining hands on in daily service interactions to ensure a seamless and brand-right experience for every customer. 

The ideal candidate combines strong operational knowledge of ecommerce systems with a sales minded, customer first approach. They are someone who can improve processes, resolve issues, and build meaningful client relationships that drive loyalty and repeat business. This is a key leadership role that partners closely with the Ecommerce, Warehouse, Marketing, and Store teams to continuously enhance the online experience.

KEY RESPONSIBILITIES

• Lead and develop the customer service team to deliver exceptional, personalized support that reflects the brand’s voice and values.
• Own the post-purchase experience - ensuring smooth order fulfillment, proactive communication, and timely resolution of issues.
• Actively engage with customers via email, live chat, and phone to resolve escalations, build relationships, and identify opportunities for additional sales or retention.
• Align closely with stores on omnichannel orders and returns to ensure a seamless customer experience
• Partner cross-functionally with Ecommerce, Warehouse, and our store teams to ensure system accuracy, order integrity, and seamless end-to-end operations.
• Monitor and optimize operational processes for orders, returns, exchanges, and fulfillment to drive efficiency and service quality.
• Analyze service metrics and customer feedback to identify trends, surface insights, and recommend improvements to enhance the overall experience.
• Work closely with the product team to build strong product knowledge to inform customers, answer questions, and support sales opportunities.
• Support online selling initiatives through clienteling, personalized outreach, and post-purchase follow-ups to build a strong online clientele.
• Develop and maintain SOPs, service standards, and training materials to ensure consistency and scalability as the team grows.
• Collaborate with Marketing and Ecommerce teams to support promotions, launches, and campaigns, ensuring the customer service team is prepared for volume and messaging alignment.
• Report on KPIs including response times, satisfaction scores, fulfillment accuracy, and repeat purchase behavior.

QUALIFICATIONS

• Bachelor’s degree preferred
• 5 years of ecommerce or retail customer experience - ideally within premium fashion or design-focused brands.
• Hands-on experience supporting customers via email, phone, or live chat
• Strong understanding of ecommerce systems: Shopify Plus, Gorgias, Loop Returns, CMS workflows, and warehouse systems.
• Proven experience leading teams in customer service, customer experience, or a related managerial role.
• Demonstrated success in customer relationship management and online selling
• Excellent communication, organization, and analytical skills
• Highly collaborative, resourceful, and solution-oriented