We're an ecommerce company looking for someone who treats customer experience as a growth engine, not a cost center. This is not a maintenance role, and it is not a corporate structure — everyone here works in the trenches, including leadership. We need someone aggressive about turning support into revenue, comfortable owning a P&L-adjacent function, and just as comfortable jumping in alongside the team when volume spikes as they are running the strategy behind it. What You'll Own Own omni channel support — phone, email, chat, and helpdesk — across every storefront we sell on Partner directly with the social team on comments, DMs, and reviews so every public touchpoint reflects well on the brand Turn support interactions into revenue — upsell, retain, and convert, not just resolve tickets Map the customer journey from click to unboxing to repeat purchase, and fix the friction points you find Own CSAT, NPS, and response-time targets, and report them like a P&L, not a vibe check Work the queue alongside the team when volume demands it — this role does not stay above the work Collaborate cross-functionally with ecommerce, marketing, and operations to resolve escalations and surface customer insights Develop initiatives to drive repeat purchase, reduce churn, and increase customer lifetime value What You Bring 7+ years in customer experience or service, including 3+ years leading a team, ideally in a fast-moving consumer brand A track record of using support as a sales lever, with numbers to back it up — not just a philosophy about it Experience running CX across multiple brands or business units at once, without letting either slip Hard requirement: D2C ecommerce customer experience Hard requirement: hands-on experience managing social customer service — comments, DMs, and public reviews, not just the ticket queue Fluent with helpdesk and CX platforms — Gorgias, Zendesk, Freshdesk, Salesforce, or similar — and quick to adopt new tools Comfortable being the loudest advocate for the customer in a room full of competing priorities Direct, low-drama communicator who documents everything and doesn't let issues sit Not afraid to rebuild a process that isn't working, even if someone built it before you got there Genuinely hands-on — willing to work the floor with the team during peak volume, not just delegate and monitor Highly organized, with a positive, team-building management style — this is a flat, roll-up-your-sleeves environment, not a corporate hierarchy Strong Plus Familiarity with retention or marketing automation tools such as Klaviyo or Postscript Exposure to AI-assisted support tools, chatbots, or self-service automation Six Sigma, CCXP, or other formal CX certification The Offer Competitive base, commensurate with experience, plus performance bonus tied to CX-driven revenue health, dental, and vision Direct line to leadership — this role shapes strategy, it doesn't just execute it Employee discounts across our brands Job Type & Location Full-time • On-site — Stuart, Florida How to Apply Please submit your resume along with a brief note on why you're the right fit for this role.

Benefits:

401(k) matching Dental insurance Health insurance Health savings account Vision insurance

Work Location:

In person