Senior DTC Ecommerce Customer Service Lead

About the Role:

We are looking for a Senior DTC Ecommerce Customer Service Lead to own the customer
experience across our Shopify, Amazon, and TikTok Shop channels. This is a hands-on
leadership role: you will personally handle phone and email support while also building and
improving the systems, scripts, and standards our customer service function runs on. You will be
the voice of the brand to our customers and a key partner to marketing, fulfillment, and
operations.

What You'll Do:

• Serve as the primary point of contact for customer inquiries via phone and email ,

delivering fast, accurate, and friendly resolutions

• Lead day-to-day customer service operations across Shopify, Amazon Seller Central,

and TikTok Shop, ensuring consistent tone, response times, and resolution quality on
every channel

• Handle inbound and outbound phone calls confidently and professionally, including order

issues, product questions, and escalations

• Manage Amazon Buyer-Seller Messaging, A-to-z Guarantee claims, and

feedback/review-related inquiries within Amazon's required response windows

• Manage Shopify order inquiries, returns, exchanges, and refunds in coordination with

our 3PL/fulfillment team

• Manage TikTok Shop customer messaging and after-sales service in line with TikTok

Shop policies and SLAs

• Build and maintain a knowledge base of FAQs, macros, and email /call scripts to keep

responses consistent and on-brand

• Track and report key CS metrics (response time, resolution time, CSAT, ticket volume by

channel/reason) and flag recurring issues to leadership

• Identify patterns in customer complaints and feed insights back to product, fulfillment,

and marketing teams to reduce repeat issues

• Handle escalated or sensitive cases personally, including angry customers,

chargebacks, and reputational risk situations

• Help hire, train, and (as the team grows) manage additional customer service reps

What You'll Need:

• Minimum 3 years of experience in ecommerce customer service, with direct experience

across at least two of: Shopify, Amazon Seller Central, TikTok Shop

• Proven, demonstrable comfort speaking with customers on the phone — this is not

primarily a chat/email-only role

• Strong written communication skills for email and chat support
• Experience with Amazon Seller Central customer service tools (Buyer-Seller Messaging,

A-to-z Guarantee, order management)

• Familiarity with Shopify admin, order management, and common CS/helpdesk tools (e.g.

Gorgias, Zendesk, Re:amaze, or similar)

• Ability to work independently, prioritize a multi-channel queue, and meet SLA targets

without close supervision

• Calm, empathetic, solutions-oriented approach under pressure, especially with frustrated

customers

• Comfortable with basic reporting (spreadsheets, CS dashboards) to track and present

performance metrics

Nice to Have:

• Experience in the emergency preparedness, outdoor, or consumer packaged goods

space

• Prior experience training or managing a small customer service team
• Experience with TikTok Shop seller tools specifically

What Success Looks Like in the First 90 Days:

• Fully ramped on all three platforms' CS tools and workflows
• Meeting or beating response time and CSAT targets across channels
• A documented macro/script library in place for the top 20 recurring inquiries
• First monthly CS performance report delivered to leadership