ZAF - Head of Customer Experience

Job Title : Head of Customer Experience

Contractor Fee : $2,500 - $3,000 / month (USD)

Work Arrangement : Remote

Engagement Type : Independent Contractor

Commitment : Full-time (Approx. 40 hours / week)

Company Overview :

Tidal is a Direct Placement Agency that helps job seekers find job opportunities for real growth. We work with stable, responsible businesses experienced in remote hires and are excited to welcome international team members. Tidal is owned and operated by consumer brand owners and operators. We have offshore team-building experience and aim to help businesses leverage global talent.

About This Role :

We’re hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touch points.

Key Responsibilities :

Take full ownership of the CX team performance, manage offshore agents, and seasonal support staff.

Maintain a 4.5+ weekly CSAT score across email, chat, and social channels.

Ensure timely review responses within 24 hours on platforms like Judge.me, Trustpilot, Google, and Amazon.

Serve as an escalation point for complex customer issues.

Oversee product returns and provide monthly insights.

Monitor fraud and chargebacks, and improve internal processes to reduce exposure.

Track engraving operations and monitor SLA compliance, highlighting exceptional stories for marketing.

Keep fulfillment timelines on track, audit shipping costs, and collaborate with Ops to keep customers informed.

Software / Platforms / Tools :

CX Platform : Gorgias

Reviews : Judge.me, Trustpilot, Amazon, Google

E-commerce Platform : Shopify

Comms : Slack, Google Workspace

Qualifications :

3-5 years of freelancing experience

Strong written and verbal English communication skills (C1 / C2 level)

3-5+ years of CX leadership experience, ideally in DTC e-commerce

Proven track record of improving CX support metrics (CSAT / C-STAT, FRT, etc.)

Experience managing offshore or remote teams

Strong analytical and organizational skills, with a proactive approach to reporting

Fluent English communication, both written and verbal

Ability to work full U.S. hours (LATAM-based candidates preferred)

Shift Schedule :

Monday to Friday, 9 : 00 AM to 5 : 00 PM US PST

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