Director of Customer Service + Experience
11 hours ago
Dallas
Director Customer Service + Customer Experience Reports to: Chief Operating Officer Direct reports: Customer Service team (on shore + off shore) including current CS Manager Location: Dallas, TX (on-site) Type: Full-time ABOUT SHOEBACCA Shoebacca is a high-growth e-commerce retailer specializing in both full price and off-price footwear and apparel across over 200 brands. We are privately held and founded in 2002 and with a portfolio spanning Shoebacca.com, TikTok Shop, Amazon, and other third-party marketplaces. THE ROLE We are looking for a Director of Customer Service & Experience to own two interconnected mandates: running a best-in-class customer service operation and serving as the internal voice of the customer across the organization. This is a senior, highly autonomous role. You will report directly to the COO and lead the existing CS team, including the current CS Manager. You will be expected to own outcomes, not wait for direction. The right person has deep experience running contact center operations — onshore and offshore — and thinks strategically about how the customer experience shapes brand, retention, and revenue. You are equally comfortable on the floor with your team as you are in a leadership meeting presenting customer sentiment data. WHAT YOU’LL OWN Customer Service Operations • Lead and develop the CS team including onshore agents and offshore/outsourced partners, • Own all contact center KPIs and reporting: first contact resolution, cost per contact, response time, CSAT, and chargeback/dispute rates, • Build and manage staffing models that flex with volume — including seasonal peaks, • Establish clear roles, responsibilities, and performance expectations across agents, leads, and escalation tiers, • Drive continuous improvement in process, tooling, and team capability, • Own the CRM platform (Gorgias) and ensure it is configured for accurate, actionable reporting including the AI bot. Customer Experience & Voice of the Customer • Serve as the internal voice of the customer — surfacing patterns, sentiment, and friction points to leadership and cross-functional teams, • Own, report, and respond to customer sentiment and feedback metrics across all channels – Shoebacca.com product reviews and site feedback – Amazon, eBay, Walmart, and other marketplace seller ratings and reviews – Google Business reputation, BBB, and third-party review platforms – Post-purchase NPS and CSAT trends • Identify systemic issues driving customer dissatisfaction and escalate with structured recommendations — not just observations, • Partner with Merchandising, 3P, Marketing, and Operations to close the loop between customer feedback and business decisions as needed Leadership & Cross-functional • Report directly to the COO with full ownership of the CS & CX function, • Represent the customer in leadership meetings and cross-functional planning, • Partner with 3P and Merchandising on returns policy, listing quality, and non-receipt dispute resolution, • Establish and maintain a regular meeting cadence with internal stakeholders and provide structured reporting to leadership WHAT WE’RE LOOKING FOR Must-haves • 5+ years of experience leading customer service operations, including direct management of a contact center, • Hands-on experience managing both onshore and offshore / outsourced contact center teams, • E-commerce or retail background — you understand the operational realities of online order management, returns, and marketplace complexity, • Track record of owning and improving contact center KPIs (FCR, CSAT, cost per contact, response SLAs), • Strong cross-functional operator — you can influence without authority and build relationships across Merchandising, Operations, IT, and Marketing, • Self-starter who operates with high autonomy — you don’t need to be managed, you need to be pointed at a problem, • Data-driven by instinct — you use metrics to drive decisions, not just report on them Strong to have • Experience with Gorgias or similar CRM platforms (Zendesk, eDesk, Kustomer, etc.), • Experience managing customer experience beyond CS — brand reputation, review management, NPS programs, • Familiarity with Amazon Seller Central account health metrics and marketplace seller ratings, • Experience implementing or optimizing AI / chatbot tools within a CS environment, • Experience building out a CS function from a foundational state — not just inheriting a mature operation Who you are • You see customer service as a revenue and retention function, not just a cost center, • You are direct, clear, and comfortable delivering hard feedback to your team and upward, • You bring solutions, not just problems — when you escalate, you come with a recommendation, • You thrive in a fast-moving, entrepreneurial environment where the playbook is still being written, • You hold yourself and your team to high standards and don’t accept “good enough”