Position Summary

The Customer Service Lead is responsible for the day-to-day operation and ongoing improvement of the customer experience function. This is a fully remote, offshore role working US business hours and managing a team of two remote CX Agents on the same schedule. The role reports to the Director of Business Operations.

The Customer Service Lead owns the CX platform (Kustomer) and the workflows, automations, and reporting that run on top of it. They are also a hands‑on practitioner: handling escalated tickets, complex returns, VIP customer issues, and any case requiring additional context or judgment beyond what the agents can resolve.

This role is a critical interface between CX and Operations. The Lead works closely with the Inventory Operations Manager (returns, refunds, exchanges) and the Fulfillment Manager (shipping issues, expedites, lost packages) to ensure customer‑facing resolutions are accurate and f...