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Recruiter it & noit | talent acquisition at @hirewithnear
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Overview
our client is a rapidly growing, los angeles-based d2c eyewear brand focused on designing premium products.
About the role
our client is hiring a customer experience lead to fully own and operate their customer service function. This is a hands‑on, high‑ownership individual contributor role for someone who enjoys both execution and systems‑building.
You will be the sole owner of customer support, responsible for delivering thoughtful, human service while also designing the sops, workflows, and ai‑assisted tools that make the function efficient and scalable over time.
What you’ll be doing
customer support execution
personally handle customer inquiries across email, sms, and occasional social dms
deliver high-quality, on-brand, human responses, even in sensitive or complex situations
resolve issues related to shipping, returns, exchanges, defects, lost packages, and order issues end‑to‑end
customer experience systems
build, document, and maintain sops for all common customer scenarios
create clear decision trees and workflows to ensure consistency and speed
continuously improve processes as volume and complexity evolve
ai & automation (supportive, not robotic)
implement ai tools to assist with drafting responses, categorizing tickets, and surfacing knowledge
train ai systems using historical tickets, brand voice, and sops
ensure automation enhances personalization rather than replacing human judgment
inbox & operations collaboration
own the shared inbox and maintain timely response and resolution standards
act as the liaison between customers and operations, fulfillment, and logistics partners
proactively flag systemic issues and recommend solutions
insights & reporting
track and summarize key cx metrics and recurring issues
surface customer feedback and operational insights to leadership
recommend improvements to policies, site content, and post‑purchase experience
qualifications
4+ years of experience in customer service or customer experience roles, ideally within dtc e‑commerce
experience being the primary or sole owner of customer support for a brand
hands‑on experience with shopify
strong understanding of e‑commerce support workflows (returns, exchanges, shipping delays, lost packages, defects, chargebacks)
nice to have
experience integrating richpanel with shopify and loop returns
familiarity with ai‑assisted support tools and automation workflows
experience supporting premium or luxury consumer brands
skills & mindset
excellent written communication with strong judgment, empathy, and emotional intelligence
highly organized and comfortable documenting sops and processes
comfortable working independently with minimal oversight
strong problem‑solving skills and ownership mindset
ability to balance efficiency with white‑glove customer service
what's in it for you
compensation: a competitive salary range in usd (2,000‑2,500)
work‑life balance
12 days pto + us holidays
seniority level
mid‑senior level
employment type
full‑time
job function
customer service
industries
retail, retail apparel and fashion, and fashion accessories manufacturing
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