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ecommerce retention zendesk leadership gorgias📋 Description
- Lead strategy and execution of the CX function across all customer touch points.
- Evaluate and improve customer service operations for fast, thoughtful, support.
- Build scalable systems and workflows to grow the CX team with the business.
- Implement tools, reporting, and metrics to improve response times and satisfaction.
- Build and implement a customer retention strategy to increase repeat purchases.
- Partner with marketing and product to turn insights into product and campaign strategy.
🎯 Requirements
- 7+ years in CX, retention, support, or operations leadership.
- Experience building/scaling CX for fast-growing ecommerce brands.
- Expertise in retention and boosting repeat purchases and LTV.
- Passion for customer-centric experiences that strengthen brand loyalty.
- Strong ops mindset; designing scalable processes and workflows.
- Analytical; uses customer data to drive decisions; CX platforms (Zendesk, Gorgias) a plus.
🎁 Benefits
- Fully remote across North America.
- 3 weeks paid vacation per year.
- 5 additional flex days.
- CAD health spending account.
- Annual period & menstrual budget.
- $1,000 CAD annual product allowance.
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