Customer Service Lead (Remte)

Customer Service Lead (Remote)

Position Summary

The Customer Service Lead is responsible for the day-to-day operation and ongoing improvement of the customer experience function. This is a fully remote, offshore role working US business hours and managing a team of two remote CX Agents on the same schedule. The role reports to the Director of Business Operations.

The Customer Service Lead owns the CX platform (Kustomer) and the workflows, automations, and reporting that run on top of it. They are also a hands-on practitioner: handling escalated tickets, complex returns, VIP customer issues, and any case requiring additional context or judgment beyond what the agents can resolve.

This role is a critical interface between CX and Operations. The Lead works closely with the Inventory Operations Manager (returns, refunds, exchanges) and the Fulfillment Manager (shipping issues, expedites, lost packages) to ensure customer-facing resolutions are accurate and fast. The Lead is also expected to surface recurring customer issues to the broader organization so root causes can be addressed at the source.

Customer Service is viewed as a strategic function, not a reactive one. The initial focus is on stabilizing response times, lifting CSAT, and getting the CX function operating at a consistently high standard. AI and automation are key levers in that work — the Customer Service Lead is expected to be a heavy daily user of AI tooling, optimize Kustomer’s AI agents, and automate CX flows and customer journeys wherever it raises quality and speed. Over time, this role is expected to evolve into a driver of revenue and retention through proactive engagement with high-value customers.

Key Responsibilities
* Own the CX Platform: Administer Kustomer end-to-end — workflows, queues, tagging, macros, SLAs, routing rules, integrations, and reporting. Continuously tune the system as ticket volume and product mix evolve.
* Optimize AI Agents & Automate Customer Journeys: Continuously tune Kustomer’s AI agents — coverage, accuracy, escalation logic, and resolution rate — and automate CX flows end-to-end across pre-purchase, post-purchase, returns, exchanges, and VIP journeys.
* Apply AI to Daily Work: Use AI tools (Claude, ChatGPT, or equivalent) day-to-day to draft responses, build workflows, generate reports, and reduce manual work.
* Manage and Coach CX Agents: Lead two remote CX Agents on the same time zone. Set clear KPIs, monitor performance, run regular 1:1s, provide feedback, and own staffing decisions including coverage planning, scheduling, and capacity.
* Handle Escalations: Personally manage escalated tickets, sensitive customer situations, VIP cases, and any inquiry requiring judgment beyond agent scope.
* Partner with Operations: Serve as the primary CX point of contact for the Inventory Operations Manager and Fulfillment Manager to resolve returns, exchanges, shipping delays, lost packages, and expedites.
* Report Core Customer Issues: Identify and document recurring customer issues and surface them internally with clear context and supporting data.
* Track and Improve Key Metrics: Own and report on CX KPIs including CSAT, first response time, resolution time, ticket volume, automation rate, and contacts-per-order.
* Build Toward Revenue Engagement: Expand the role over time into proactive engagement with high-value customers through concierge support and retention initiatives.
* Act as the Voice of the Customer: Ensure customer feedback and recurring frustrations are represented internally and aligned with the brand experience.

Qualifications
* 4–6 years of customer service or customer operations experience, ideally in DTC or e-commerce. Jewelry or luxury experience is a plus.
* Hands-on experience with Kustomer strongly preferred. Equivalent experience with Gorgias, Zendesk, or similar modern CX platforms will also be considered.
* Experience configuring CX automations, AI agents, workflows, macros, and reporting.
* Comfortable using AI tools (Claude, ChatGPT, or equivalent) in daily workflows.
* Experience managing or leading small remote teams, including coaching and KPI management.
* Strong written English and interpersonal communication skills.
* Comfortable working US business hours from an offshore location.
* Systems-oriented thinker with strong attention to detail and a bias toward eliminating manual work.
* Comfortable handling operational edge cases and collaborating cross-functionally to resolve them.
* Familiarity with Shopify, ParcelLab, or similar e-commerce tooling is a plus.