Customer Service Manager – Luxury E-Commerce (Physical Goods)

We are hiring a Customer Service Manager to lead daily Customer Experience (CX) operations for a fast-growing luxury physical goods e-commerce brand. This role combines customer support leadership, CX systems ownership, AI-driven operational improvement, and cross-functional collaboration with Operations and Fulfillment teams.

The ideal candidate has experience in luxury or premium DTC e-commerce environments, understands the expectations of high AOV customers, and is comfortable operating in high-volume CX environments (\+200 tickets per day on average) while maintaining a premium, brand-aligned customer experience.

This person will oversee a small remote CX team, manage escalations and VIP customers, and own CX platform administration including workflows, automations, AI agents, reporting, and optimization initiatives. The role works aligned with U.S. business hours and plays a key role in improving CSAT, response times, retention, and overall customer experience performance.

Key Responsibilities

Own the CX Platform

• Administer and optimize CX platforms such as Kustomer, Zendesk, Gorgias, or similar systems.

• Manage workflows, queues, tagging, macros, SLAs, routing rules, automations, integrations, and reporting.

• Continuously improve support operations as ticket volume, product mix, and operational complexity evolve.

• Build scalable support processes while maintaining a high-touch luxury customer experience.

Optimize AI & Automation

• Improve AI agents, automation workflows, escalation logic, and self-service customer journeys.

• Automate pre-purchase, post-purchase, shipping, returns, exchanges, and VIP support experiences.

• Utilize AI tools such as ChatGPT, Claude, or similar platforms to streamline workflows, reporting, and communication.

Lead & Coach the CX Team

• Manage and coach a small remote team of CX Agents working aligned with U.S. business hours.

• Monitor KPIs, provide coaching, manage scheduling, and ensure service quality standards are met.

• Establish clear expectations around empathy, professionalism, response quality, and luxury brand communication.

Handle Escalations & VIP Customers

• Personally manage escalated tickets, sensitive customer situations, refunds, chargebacks, and VIP interactions.

• Deliver exceptional service standards for high AOV customers and complex support cases.

• Act as the final point of escalation for customer-facing issues.

Partner with Operations & Fulfillment

• Collaborate with Operations, Inventory, Logistics, and Fulfillment teams to resolve shipping delays, returns, exchanges, damaged orders, and lost packages.

• Utilize Shopify, ParcelLab, or similar e-commerce/post-purchase tools to improve delivery visibility and resolution times.

Analyze & Improve CX Performance

• Own and report on KPIs including:

• CSAT

• First Response Time

• Resolution Time

• Automation Rate

• Contacts per Order

• Ticket Volume

• Identify recurring customer pain points and operational gaps to drive continuous process improvement.

Drive Retention & Revenue Initiatives

• Support retention initiatives through concierge-style customer service and proactive engagement.

• Develop strategies to improve loyalty, repeat purchases, and overall customer satisfaction.

• Ensure the customer experience consistently aligns with the brand’s premium positioning.

Act as the Voice of the Customer

• Surface recurring customer feedback and operational friction points internally.

• Advocate for CX improvements across Operations, Logistics, and Product teams.

Qualifications

• 4–6\+ years of Customer Service, Customer Operations, or CX Management experience within physical goods DTC, luxury, or premium e-commerce brands.

• Proven experience supporting high AOV customers in high-volume environments (\+200 tickets per day on average).

• Strong understanding of luxury or premium customer experience standards.

• Hands-on experience with Kustomer is strongly preferred.

• Experience with Zendesk, Gorgias, or similar modern CX platforms.

• Demonstrated experience configuring workflows, automations, AI agents, macros, SLAs, routing rules, and reporting.

• Experience using AI tools such as ChatGPT, Claude, or similar tools to improve workflows and operational efficiency.

• Experience managing or coaching remote support teams.

• Strong written and verbal English communication skills with the ability to match luxury brand tone and voice.

• Highly organized, systems-oriented, and detail-focused.

• Comfortable resolving operational edge cases and complex customer issues with professionalism and empathy.

• Familiarity with Shopify, ParcelLab, or similar e-commerce/post-purchase platforms is a plus.

• Availability to work full-time aligned with U.S. business hours