Customer Service Lead

Overview

We are hiring a full-time Customer Service Lead for DNAM Brands. In this role, you will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless customer experience across our portfolio of iconic brands—including Von Dutch, Ed Hardy, Trina Turk, Valentino Orlandi, and Badgley Mischka. You will manage workflows, establish response standards and KPIs, monitor shop ratings, and oversee escalated cases to maintain near-perfect performance across platforms such as Tik Tok Shop, Shopify, and Whatnot.

• Lead and support the customer service team across all channels to deliver timely, high-quality responses and a seamless customer experience.
• Manage workflows and establish response standards and KPIs; monitor shop ratings and oversee escalated cases.
• Maintain high-level performance across platforms including Tik Tok Shop, Shopify, and Whatnot.
• Develop structured processes and drive continuous improvement in a fast-paced e-commerce environment.
• Protect brand reputation and customer loyalty by ensuring interactions reflect company standards for quality, efficiency, and care.

• Experience managing overseas teams.
• Experience building structured processes in a fast-paced e-commerce environment.
• Ability to drive continuous improvement and maintain high customer service standards.
• Based in or willing to commute to the job location.