Director, Customer Service

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🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $120k - $130k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Lucchese Bootmaker

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1883

👗 Fashion

🛒 Retail

🛍️ eCommerce

Fashion • Retail • eCommerce

Lucchese Bootmaker is a heritage American footwear and apparel brand specializing in handcrafted western-style boots, luxury leather goods, and related apparel and accessories. With roots dating back to the 1880s, Lucchese emphasizes artisanal craftsmanship, premium materials, and made-to-order as well as ready-to-wear products sold through its retail stores and online storefront. The company also offers collaborations, curated collections, and care/repair services that support a premium retail and e-commerce experience.

📋 Description

• Define and drive the long-term vision for the Customer Experience department, aligned with Lucchese's luxury brand identity • Directly manage a team of leaders, including the CS Supervisor, CS Lead, Digital Sales Manager, CS Ops Lead, and CS Quality Control Lead • Oversee the end-to-end customer journey across phone, email, chat, live commerce, and retail support • Monitor and report on NPS, CSAT, response times, and resolution rates to identify trends and opportunities • Serve as the final point of resolution for complex or high-priority customer issues • Partner with Marketing, Retail, E-Commerce, Distribution, and IT to align customer-facing operations with broader business initiatives • Support the Live Commerce team in scaling digital sales initiatives that reflect the Lucchese customer experience • Champion a customer-centric culture and lead the department's evolution into an experience-driven team • Report to the VP, Retail Operations • Lead a multi-functional team of 20 across Customer Service, Live Commerce, and supporting operations • Travel as needed for business requirements, including El Paso and Dallas, TX and future retail locations

🎯 Requirements

• 8+ years of experience in customer service, customer experience, or related leadership roles • Proven leadership managing multi-functional CS/CX teams, ideally within luxury retail or premium goods • Strategic thinker who translates vision into actionable plans and measurable outcomes • Exceptional communication skills, with the ability to influence at all levels of the organization • Strong analytical mindset with experience using data to drive decisions and improve performance • Deep understanding of luxury brand standards and customer expectations • Bachelor's degree preferred • Monday–Friday schedule, flexible based on business needs, with potential availability outside core hours • Ability to work 40–50 hours per week • Travel as needed for business requirements • Prolonged periods at a desk and on a computer • Ability to hear and communicate effectively in virtual and in-person settings

🏖️ Benefits

• 401(k) with company match — $ for $ up to 4%, immediately vested • Competitive Medical/Dental/Vision Insurance • Life and AD&D Insurance • Short-Term and Long-Term Disability • Vacation/Holiday Pay/Sick Pay • Voluntary Pet Insurance • Product allowance for boots and apparel • Employee discounts on Lucchese products and through Working Advantage • Option to enroll in Daily Pay and Wisely Pay • Bonus in addition to base salary