Customer Experience Leader

Job Description

Customer Experience Manager

Location: Denver, NC
Company: Hoodsly.com

About Us

At Hoodsly, we create handcrafted, customizable wood range hoods made right here in the USA. We pride ourselves on exceptional craftsmanship and an even better customer experience. From design to delivery, we aim to make every step smooth, transparent, and enjoyable for our customers.

Position Overview

We’re looking for a Customer Experience Leader to lead and inspire our customer service team. This person will ensure that every interaction reflects our commitment to quality, care, and service excellence. The ideal candidate will have ecommerce customer service experience , a strong understanding of online order fulfillment, and a knack for developing efficient processes that enhance customer satisfaction.

Key Responsibilities

• Lead, train, and motivate a team of Customer Service Representatives.
• Oversee daily customer service operations, including email, phone, and chat support.
• Monitor and report on key performance metrics such as response times, resolution rates, and customer satisfaction.
• Develop and implement strategies to improve customer experience across all touchpoints.
• Collaborate with production, fulfillment, and marketing teams to ensure seamless order processing and communication.
• Manage escalated issues and ensure timely and empathetic resolution.
• Analyze customer feedback and trends to identify areas for improvement in processes or communication.
• Maintain and refine customer service SOPs, knowledge bases, and CRM workflows.

Qualifications

• 10+ years of customer service or customer experience management in an ecommerce setting.
• Proven experience leading a team and driving customer satisfaction improvements.
• Strong communication and problem-solving skills.
• Experience with ecommerce platforms (Magento experience a plus).
• Familiarity with CRM or help desk software.
• Ability to multitask, stay organized, and adapt to a fast-paced environment.
• Experience in home improvement, cabinetry, furniture, or similar industries preferred.

Why Join Hoodsly

• Work with a growing American manufacturer that values craftsmanship and customer care.
• Opportunity to shape the customer experience strategy of a thriving ecommerce brand.
• Supportive, creative, and collaborative team culture.
• Competitive salary and benefits package.

Hoodsly.com is an e-commerce brand focused on building quality customizable wood range hoods for kitchens all across the US. Our primary focus has been business to consumer relationships, bringing the styles and fits our customers need but cannot get elsewhere. As our brand has grown, we would like to focus our future growth on business to business relationships with kitchen cabinet distributors, showrooms, designers, and builders.

Hoodsly.com is an e-commerce brand focused on building quality customizable wood range hoods for kitchens all across the US. Our primary focus has been business to consumer relationships, bringing the styles and fits our customers need but cannot get elsewhere. As our brand has grown, we would like to focus our future growth on business to business relationships with kitchen cabinet distributors, showrooms, designers, and builders.