Head of Customer Experience

🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $65k - $75k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Doc's Diesel

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚘 Automotive

🏭 Manufacturing

🛍️ eCommerce

Automotive • Manufacturing • eCommerce

Doc's Diesel is an online retailer and manufacturer of heavy‑duty diesel maintenance parts and fluids for Cummins, Powerstroke, Duramax and EcoDiesel trucks. The company sells oil and filter maintenance kits, brake pads and rotors, hub assemblies, fuel and air filters, additives and other truck-specific replacement parts through a direct-to-consumer eCommerce store and offers wholesale/dealer programs and subscriptions. Doc’s emphasizes OEM-grade filtration and third‑party testing, targeting owner-operators, fleets, and diesel enthusiasts who want high-quality, affordably priced maintenance products without dealership markups.

📋 Description

• Own Customer Experience strategy for Doc's Diesel • Set, evaluate, pilot, and scale the department's AI strategy and tools while preserving the human touch • Build and run coaching and training programs for the customer-facing team • Set service standards and SOPs to maintain consistent quality across shifts • Analyze customer feedback and journey data to resolve root causes • Partner with marketing, product, and operations to strengthen the customer journey • Report CX trends, KPIs, and department performance to leadership • Handle high-stakes escalations by phone as the customer-facing voice • Own returns and refunds workflow, prioritizing precision and same-day resolution • Optimize support platforms such as Richpanel for efficiency and scale • Handle complex and escalated issues professionally with a customer-first mindset • Support product knowledge initiatives, including new launches and compatibility questions

🎯 Requirements

• 4+ years in DTC ecommerce customer experience • 2 to 3 years managing a team • Track record building or running coaching and training programs for a customer-facing team • Strong analytical skills with KPIs, dashboards, and reporting tools • Communication skills sufficient to present directly to leadership • Comfortable personally handling customer phone interactions and escalations • Automotive or diesel parts background is nice to have • Experience with AI-assisted tools such as Richpanel, Gorgias, Zendesk, or Intercom is nice to have • Comfortable with Shopify, Amazon Seller Central, and Google Workspace is nice to have

🏖️ Benefits

• Health, vision, dental, and life insurance after 60 days of employment • Simple IRA with 3% company match after 60 days of employment • Vacation and sick time after 60 days of employment • No Entitlement Self-Funded Quarterly Incentive Program if goals are met, after 90 days of employment • Opportunities for professional growth and development