Overview
Customer Experience Lead Jobs in Los Angeles Metropolitan Area at Melinda Maria
Title: Customer Experience Lead
Company: Melinda Maria
Location: Los Angeles Metropolitan Area
Melinda Maria is seeking a full-time Customer Experience Lead to oversee our customer service team! The ideal candidate is passionate about connecting with customers in a meaningful way. They have experience in Customer Service and Clienteling as both a lead/manager, as well as hands on role, and is excited about representing a brand and leading a team of proactive customer service representatives.
Responsibilities:
- Lead and manage the customer service and clienteling team, providing training, coaching, and performance feedback to ensure high-quality service.
- Along with senior managers, develop strategic revenue-driving initiatives
- Work across departments like Product Development, Operations, Marketing, and Digital to share actionable customer insight to increase customer satisfaction.
- Foster a positive work environment to maintain high team morale and motivation.
- Monitor team performance, analyze data, and implement strategies to improve service quality.
- Handle escalated customer inquiries, ensuring timely and effective resolution.
- Develop and implement customer service policies to standardize processes and enhance the customer experience.
- Ensure the customer service team has the tools, resources, and information needed to effectively assist customers.
- Participate in the recruitment and hiring process for new customer service team members.
- Stay informed on product launches, company policies, and industry trends to provide accurate information.
- Utilize our existing AI customer service infrastructure to maximize efficiency and process
- When necessary, be a hands-on agent, handling customer tickets and calls when not engaged in lead responsibilities.
Experience:
- 2+ years in Lead or Manager Role in Customer Service and Clienteling
- Must have experience with Shopify and Gorgias
- Experience working with a D2C Fashion or Accessories brand a plus
Compensation & Benefits:
- Exempt full-time position
- Vacation Days
- Sick Days
- Health, Dental, Vision Benefits
- 401k
- Product Allowance
- Hybrid Schedule
