DNAM Brands
E-Commerce
CustomerServiceLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Service Lead at DNAM Brands. Skills: Customer service management, Team leadership. Lead customer service team. Manage customer service team”
What You'll Achieve.
Ensure timely responses; Ensure high-quality responses; Ensure seamless customer experience; Protect brand reputation; Ensure customer loyalty; Reflect standards for quality; Reflect standards for efficiency; Reflect standards for care
Industry & Context.
Problem-solving abilities
Based in Commerce, Los Angeles, Willing to commute to Commerce, Los Angeles
What They're Looking For.
Must Have
2-3 years customer service management, Leadership skills, Team management skills, Experience with customer service platforms, Experience with CRM systems, Excellent communication abilities, Excellent problem-solving abilities, Data-driven mindset, Ability to analyze performance metrics
What You'll Do.
Lead customer service team
Manage customer service team
Maintain near-perfect scores
Establish response standards
Establish performance KPIs
Handle escalated customer issues
Resolve complex cases
Monitor ticket volume
Monitor response times
Monitor customer satisfaction metrics
How You'll Work.
Team & Collaboration
Partner with e-commerce teams; Partner with operations teams; Partner with marketing teams
Full Job Description
## Description We are looking to hire a full-time Customer Service Lead for DNAM Brands. In this role, you will lead and support the customer service team across all channels, ensuring timely, high-quality responses and a seamless customer experience across our portfolio of iconic brands—including Von Dutch, Ed Hardy, Trina Turk, Valentino Orlandi, and Badgley Mischka. You will manage workflows, establish response standards and KPIs, monitor shop ratings, and oversee escalated cases to maintain near-perfect performance across platforms such as TikTok Shop, Shopify, and Whatnot. This role requires experience managing overseas teams, building structured processes, and driving continuous improvement in a fast-paced e-commerce environment. The Customer Service Lead plays a critical role in protecting brand reputation and customer loyalty—ensuring every interaction reflects our standards for quality, efficiency, and care. You must be based in or willing to commute to be considered for this position. ## Responsibilities Lead and manage the customer service team across all support channels Monitor the rating on our shops and maintain our close to perfect scores Establish workflows, response standards, and performance KPIs Handle escalated customer issues and resolve complex cases Partner with e-commerce, operations, and marketing teams to improve customer experience Monitor ticket volume, response times, and customer satisfaction metrics ## Qualifications 2-3 years of experience in customer service or support management Strong leadership and team management skills Experience with customer service platforms and CRM systems Excellent communication and problem-solving abilities Data-driven mindset with ability to analyze performance metrics
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