CUSTOMER EXPERIENCE SUPERVISOR, ECOMMERCE

ST JOHN KNITS INC•Anaheim, CA

10d

About The Position

The Customer Experience Supervisor, Ecommerce owns the end-to-end customer journey, driving excellence across service, fulfillment, and post-purchase operations. This role leads a small, dedicated team while remaining hands on in daily service interactions to ensure a seamless and brand-right experience for every customer. The ideal candidate combines strong operational knowledge of ecommerce systems with a sales minded, customer first approach. They are someone who can improve processes, resolve issues, and build meaningful client relationships that drive loyalty and repeat business. This is a key leadership role that partners closely with the Ecommerce, Warehouse, Marketing, and Store teams to continuously enhance the online experience.

Requirements

Bachelor’s degree preferred
5+ years of ecommerce or retail customer experience - ideally within premium fashion or design-focused brands.
Hands-on experience supporting customers via email, phone, or live chat
Strong understanding of ecommerce systems: Shopify Plus, Gorgias, Loop Returns, CMS workflows, and warehouse systems.
Proven experience leading teams in customer service, customer experience, or a related managerial role.
Demonstrated success in customer relationship management and online selling
Excellent communication, organization, and analytical skills
Highly collaborative, resourceful, and solution-oriented

Responsibilities

Lead and develop the customer service team to deliver exceptional, personalized support that reflects the brand’s voice and values.
Own the post-purchase experience - ensuring smooth order fulfillment, proactive communication, and timely resolution of issues.
Actively engage with customers via email, live chat, and phone to resolve escalations, build relationships, and identify opportunities for additional sales or retention.
Align closely with stores on omnichannel orders and returns to ensure a seamless customer experience
Partner cross-functionally with Ecommerce, Warehouse, and our store teams to ensure system accuracy, order integrity, and seamless end-to-end operations.
Monitor and optimize operational processes for orders, returns, exchanges, and fulfillment to drive efficiency and service quality.
Analyze service metrics and customer feedback to identify trends, surface insights, and recommend improvements to enhance the overall experience.
Work closely with the product team to build strong product knowledge to inform customers, answer questions, and support sales opportunities.
Support online selling initiatives through clienteling, personalized outreach, and post-purchase follow-ups to build a strong online clientele.
Develop and maintain SOPs, service standards, and training materials to ensure consistency and scalability as the team grows.
Collaborate with Marketing and Ecommerce teams to support promotions, launches, and campaigns, ensuring the customer service team is prepared for volume and messaging alignment.
Report on KPIs including response times, satisfaction scores, fulfillment accuracy, and repeat purchase behavior.