Director of Customer Experience

Take your career to the next level by joining a leading eCommerce company that's redefining the industry for a greener and happier planet. With an extensive array of stores across diverse niches and countries, we offer limitless opportunities where ambition fuels success.Discover your path to eCommerce freedom with us!The Company in a Nutshell

GTEcom BV was established in 2018 and headquartered in The Netherlands. Our mission is to continue scaling our operations and opening & sustaining more successful global brands to achieve our target of $500M revenue and more than 50 stores worldwide by 2027. Our diverse team of 70 and growing remote e-commerce experts in their own niches from different parts of the world is helping us transform our vision of growing the company to a reality.

We are committed to cultivating a culture of hard work, freedom and responsibility, constant improvement, and positivity in our team.

The Upsides of Working with Us

• Thrive in a results-driven environment with the autonomy to shape your own approach
• Achieve a great work-life balance with remote work and flexible schedule
• Enjoy a competitive salary that reflects your skills and contributions
• Collaborate with a dynamic remote team
• Be a key player in our rapidly growing company

We’re on the lookout for a Customer Service Experience Director to join our expanding team and drive our company’s growth!The Challenge

The primary challenge for the Customer Service Experience Director lies in balancing strategic vision with hands-on operational management. This includes driving customer satisfaction to 4 out of 5 stars, reducing dispute rates, and overseeing a growing customer service team, all while reimagining the entire customer journey across multiple touchpoints. The role demands fostering innovation, aligning cross-functional teams, and navigating the fast-paced dynamics of e-commerce to deliver seamless, high-quality experiences at scale.

Day in the Life of a Customer Service Experience Director at GT Ecom

• Align the customer service team on daily goals, review progress on KPIs, and brainstorm innovative solutions to enhance customer satisfaction.
• Analyze customer feedback, surveys, and dispute data to identify trends and develop actionable strategies for improvement.
• Collaborate with marketing, logistics, and product teams to address customer pain points and refine the customer journey from initial touchpoint to post-purchase.
• Review and optimize workflows, tools, and resources in the customer service department to improve efficiency and effectiveness.
• Dedicate time to strategic planning, focusing on initiatives to elevate the end-to-end customer experience and stay ahead of e-commerce trends.

30, 60, 90 Day Success Milestones for this role

• Assess the customer service team's structure, workflows, and tools; analyze baseline metrics for CSAT and dispute rates; and identify immediate improvement opportunities.
• Launch targeted initiatives to improve response times, address common customer pain points, and optimize dispute resolution protocols to reduce the dispute rate.
• Track progress on KPIs, refine strategies based on performance data, and make adjustments to ensure trends are moving toward CSAT of 4/5 stars and a dispute rate below 1.5%.
• Establish long-term processes for gathering and acting on customer feedback, empowering the team, and maintaining high satisfaction and low dispute rates.

Your Team When You Join Us

You will report directly to the COO, overseeing and managing the strategy, performance, and day-to-day operations of the entire customer service team. Your role will involve driving team effectiveness, implementing best practices, and ensuring an exceptional customer experience through proactive leadership and strategic planning.

We would love to hear from you if...

• Proven experience in a leadership role within customer service and/or customer experience.
• Strong background in e-commerce; familiarity with Shopify is a plus.
• Demonstrated ability to lead and inspire teams to achieve high performance.
• Expertise in operations management with a focus on innovation and efficiency.
• Creative and forward-thinking approach to improving customer satisfaction and loyalty.
• Strong analytical skills and a data-driven mindset for evaluating and enhancing the customer journey.
• Excellent communication and interpersonal skills.

If you are excited about the opportunity and feel like you are a good fit, we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision. If unsure, we still welcome your application and would be happy to discuss other potential roles that may be a good fit for you.