Afternoon Kustomer Jobs (NOW HIRING)

Team Leadership

• Manage a team of 7-10,  ensuring consistent quality, coverage, and performance across time zones

• Set clear goals, coach for growth, and build a culture of ownership in customer interactions

• Partner with HR on hiring, onboarding, and performance management for the team

Customer Experience

• Serve as an escalation point for complex, high touch, or sensitive customer situations

• Define and uphold service standards that reflect Catbird's brand voice and values across all channels

• Define and evolve Catbird's CX strategy, setting the long term direction for how service quality builds customer loyalty and repeat purchase behavior

• Partner closely with manufacturing, warehouse and merchandising partners to resolve fulfillment issues, shipping delays, inventory discrepancies, and order exceptions

• Monitor the returns experience for domestic and international orders and troubleshoot issues as they arise

• Deliver high touch clienteling for VIP and high value customers, building lasting relationships through personalized support and proactive outreach

• Build feedback loops from customer interactions into product, retail, and merchandising teams

• This role works closely with our retail store teams to bridge the in-store and online customer experience, serving as a key partner for escalations, issue resolution, and ensuring consistency across channels

Operational Strategy

• Bring subject matter expertise to evaluate and evolve CX tooling, workflows, and staffing models as the business grows

• Track CX KPIs and provide actionable insights and recommendations to improve performance

• Act as subject matter expert for CX and clienteling systems (e.g. Kustomer, Endear, NetSuite), maintaining fluency in new features and capabilities

• Support the evaluation and adoption of AI powered customer service tools and automation opportunities to improve productivity and customer satisfaction

• Own end to end repairs processing, including intake, manufacturing coordination, status tracking, customer communication and reporting

• Partner cross functionally with Retail, Product Development, and Manufacturing on issues that touch repairs, product quality, or customer satisfaction

• Report on CX KPIs to senior leadership

• 8+ years in customer experience, with at least 2 to 3 years managing teams

• Experience managing a service or repairs operation with real logistical complexity, retail, ecommerce, or luxury goods background strongly preferred

• Comfortable being both the calm, high touch voice with a customer and the person redesigning a workflow

• Strong process orientation, able to build structure without adding unnecessary bureaucracy

• Experience with customer service and returns platforms (e.g. Kustomer, Gorgias, LOOP, Shopify or equivalent)

• Experience implementing AI or automation tools in a CX context

• Comfortable with data for reporting and decision making

• Based in or able to commute to NYC, onsite at Brooklyn Navy Yard 3 days/week