Head of Customer Experience

Head of Customer Experience

Location: Los Angeles, CA Job Type: Full-Time, In-House Schedule: Monday–Friday, 40 hours per week Salary: $60,000 per year

About Us

The Jade Jewelers is a growing family-owned jewelry brand specializing in high-quality jade jewelry and culturally inspired designs.

We operate across multiple sales and customer service channels, including our website, social media, email, TikTok Shop, and other online marketplaces.

We are looking for a Head of Customer Experience to lead our customer service department, manage the day-to-day performance of the team, improve internal systems, and ensure every customer receives a consistent and professional experience with our brand.

This is a hands-on leadership role for someone who is organized, dependable, solution-oriented, and comfortable managing both people and processes.

Position Overview

The Head of Customer Experience will be responsible for overseeing the entire customer service department and ensuring that customer inquiries, order issues, escalations, and internal follow-ups are handled efficiently and professionally.

You will manage the customer service team, monitor performance, improve workflows, maintain company policies and procedures, and serve as the primary point of escalation for more complex customer issues.

This role will work closely with management, fulfillment, inventory, and other departments to identify recurring issues and improve the overall customer experience.

Key Responsibilities

• Lead and manage the Customer Experience team.
• Oversee daily customer service operations across all customer communication channels.
• Monitor response times, case volume, resolution times, and overall team performance.
• Review difficult or escalated customer cases and determine appropriate resolutions.
• Ensure customer service representatives are following company policies and approved procedures.
• Train and onboard new customer service team members.
• Provide coaching, feedback, and ongoing development to existing team members.
• Create and maintain customer service SOPs, templates, policies, and internal training materials.
• Conduct regular quality reviews of customer conversations.
• Monitor recurring customer complaints and identify opportunities to improve products, fulfillment, policies, or internal processes.
• Work closely with fulfillment and inventory teams to resolve missing, damaged, incorrect, delayed, or other order-related issues.
• Track customer service-related expenses, including replacement orders and shipping labels.
• Maintain organized documentation of important customer cases and resolutions.
• Prepare regular reports for management summarizing customer service performance, major issues, trends, and opportunities for improvement.
• Help improve the customer journey before, during, and after purchase.
• Ensure the department operates efficiently without requiring constant oversight from ownership.

What We’re Looking For

• Previous experience in customer service, customer experience, operations, or a related field.
• Prior experience managing or supervising a customer service team is strongly preferred.
• Excellent written and verbal communication skills.
• Strong leadership and people-management skills.
• Highly organized with strong attention to detail.
• Comfortable handling difficult or upset customers professionally.
• Strong problem-solving and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with customer service platforms, e-commerce systems, spreadsheets, and internal communication tools.
• Able to analyze customer service data and identify recurring problems or trends.
• Reliable, punctual, accountable, and able to take ownership of the department.
• Must be able to work in-house Monday through Friday.

Preferred Experience

Experience with any of the following is a plus:

• Shopify
• TikTok Shop
• Whatnot
• Gmail / email support
• Instagram customer support
• Slack
• Google Sheets / Google Workspace
• E-commerce customer service
• Jewelry, fashion, or luxury retail
• Managing remote customer service representatives

What Success Looks Like

The Head of Customer Experience should create a department that is organized, consistent, and proactive.

Success in this role means:

• Customers receive timely and professional responses.
• Escalations are handled efficiently.
• Team members understand and follow company policies.
• Management can easily understand the current state of customer service.
• Recurring problems are identified and addressed.
• Customer service systems continue improving as the company grows.
• The department can operate effectively without constant involvement from ownership.

Compensation & Schedule

• Salary: $60,000 per year
• Schedule: Monday–Friday
• Hours: 40 hours per week
• Location: In-house in Los Angeles, CA
• Position: Full-time

Why Join The Jade Jewelers

• Growing e-commerce jewelry company
• Opportunity to build and lead a department
• Direct access to company leadership
• Ability to create systems and make a meaningful impact
• Collaborative and fast-moving work environment
• Long-term growth opportunities within the company

How to Apply

Please send your resume along with a brief introduction explaining:

• Your customer service or customer experience background
• Any leadership or management experience
• The size of the team you have previously managed
• Your experience with e-commerce or online customer support
• Why you believe you would be a strong fit for this position

Please send applications to Jobs@thejadejewelers.co .

Pay: From $60,000.00 per year

Benefits:

• Employee discount
• Professional development assistance

Ability to Commute:

• Los Angeles, CA 90014 (Required)

Work Location: In person