Customer Service Lead
DNAM Brands
Apply to this job Commerce, Los Angeles on site Until 8/23/2026 2+ years exp First posted June 2, 2026 Last posted June 2, 2026
Job 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
Compensation (from employer):
19–20 USD per-hour-wage
About this role
Summary
Lead customer service team, monitor performance, handle escalated issues, improve customer experience.
Job title
Customer Service Lead
Experience level
2-3 years
Minimum experience
2+ years exp
Industry
e-commerce
Location requirements
Based in or willing to commute to Los Angeles, remote not specified.
Salary
19–20 USD per-hour-wage
Management role
Yes
Skills & keywords
Required skills
leadershipcommunicationCRMperformance metrics
Preferred skills
None specified
Specializations
customer serviceteam managementCRM
Locations
Structured locations inferred from the posting.
Commerce, CA, USA
On-site City