Customer Service Lead (Shopify)

Job description

**DNAM Brands** is a family-owned and operated company that owns and licenses a portfolio of globally recognized fashion and lifestyle brands, including Von Dutch, Ed Hardy, Valentino Orlandi, Allbirds, Badgley Mischka, and more. We are looking to hire 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 TikTok Shop, Shopify, and Whatnot. This role requires experience managing overseas teams, building structured processes, and driving continuous improvement in a fast-paced e-commerce environment. The Customer Service Lead plays a critical role in protecting brand reputation and customer loyalty—ensuring every interaction reflects our standards for quality, efficiency, and care. You must be based in or willing to commute to be considered for this position. ### Responsibilities - Lead and manage the customer service team across all support channels - Monitor the rating on our shops and maintain our close to perfect scores - Establish workflows, response standards, and performance KPIs - Handle escalated customer issues and resolve complex cases - Partner with e-commerce, operations, and marketing teams to improve customer experience - Monitor ticket volume, response times, and customer satisfaction metrics ### Qualifications - 2-3 years of experience in customer service or support management - Strong leadership and team management skills - Experience with customer service platforms and CRM systems - Excellent communication and problem-solving abilities - Data-driven mindset with ability to analyze performance metrics