Customer Experience Lead

Customer Experience Lead Full-time | Monday - Friday 8:00 am - 4:30 pm EST Bryan, OH (On-site, Hybrid, or Remote) About Doc's Diesel Doc's is in a true scaling phase. We are building an omnichannel auto parts brand with ambition, speed, and high standards. That means we need builders, people who take ownership, move fast, solve problems, and want to help shape where the company goes next. This is a strong fit for someone who wants responsibility, visible impact, and the chance to grow inside a business that is aiming much bigger. The Role You'll own the full customer journey from order to delivery, leading a small but growing team and raising the bar on every touchpoint. This role is as hands-on as it is strategic: you'll pick up the phone and solve customer problems directly, while also building the AI-powered tools and workflows that let the team move faster without losing the personal touch. Experience with eCommerce and automotive or diesel parts is preferred. What You'll Do Lead and develop the customer experience team, setting clear goals and expectations Serve as a direct point of contact for customers across phone, email, and social Own the team's AI strategy, piloting and scaling tools that speed up response time and improve accuracy Build and maintain AI-assisted workflows for ticket triage, drafting, and FAQ automation Coach the team on using AI tools effectively while keeping responses personal and on-brand Manage product returns and refunds, ensuring accuracy and same-day resolution when possible Collaborate with operations, fulfillment, and marketing to fix recurring issues and strengthen the end-to-end experience. Track customer trends, feedback, and KPIs, and share insights with leadership Monitor and respond to customer reviews to protect and grow brand reputation Manage virtual assistants (VAs) for consistent coverage and messaging Optimize support platforms like Richpanel (or similar) for efficiency and scale Handle complex or escalated issues with professionalism and a customer-first mindset Support product knowledge initiatives, including understanding new launches and compatibility questions. Analyze data to identify trends and drive continuous improvement across all touchpoints. What You Bring 2 to 5 years leading a customer service or customer experience team (eCommerce preferred) Hands-on experience using AI tools in a customer service setting (AI chat assistants, automated ticket routing, AI-drafted responses) Comfort evaluating, piloting, and driving team adoption of new AI/CX technology 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 Nice to Have Experience or knowledge of automotive or diesel parts Experience implementing AI features within platforms like Richpanel, Gorgias, Zendesk, or Intercom Proficiency with Shopify, Amazon Seller Central, and Google Workspace Core Values Alignment Can Do Attitude Extreme Ownership Customer Focused No B.S. We > Me What We Offer Insurance: Health, vision, dental, and life insurance - after 60 days of employment Retirement: Simple IRA with 3% company match - after 60 days of employment PTO: Vacation and sick time - after 60 days of employment Bonus: No Entitlement Self-Funded Quarterly Incentive Program if goals met - after 90 days of employment Opportunities for professional growth and development