Customer Experience Manager

About KREWE

KREWE is an independent, high-fashion eyewear brand rooted in the vibrant culture and boundless creativity of our hometown, New Orleans - and now proudly headquartered in both New Orleans and New York City. Since our launch in 2013, KREWE has grown into a dynamic brand celebrated for its distinctive, handcrafted sun and optical frames that reflect a deep commitment to quality,  individuality, and design.

In 2022, we opened the doors to our NYC headquarters in the heart of the Meatpacking District, building a second home for the brand that brings New Orleans’ culture, creativity, and energy to one of the world’s most iconic design capitals. Our presence now spans brick-and-mortar boutiques, mobile retail concepts, and a thriving e-commerce platform - alongside distribution through premier independents and top national retailers. Celebrated for our unique approach to design, KREWE has cultivated a loyal following among style-conscious consumers and influential tastemakers.

As we continue to expand, we’re looking for passionate, driven, and innovative individuals to join our talented team. At KREWE our work is fast-paced, collaborative, and deeply mission-driven. Our people are high-performing and ambitious - not just about hitting goals, but about building something that’s original, culturally rooted and globally resonant. Every team member at KREWE has the opportunity to own their role and make a lasting impact. If this sounds like the right environment for you we invite you to apply below.

We are currently searching for a Customer Experience Manager to lead KREWE’s Customer Service team and ensure a best-in-class experience that reflects the brand’s commitment to quality and service. This role combines strong people leadership with operational and analytical expertise to oversee daily support operations, develop scalable processes and reporting frameworks, and support the company’s continued growth. The ideal candidate brings experience managing customer service teams within a fast-growing ecommerce or DTC brand and is passionate about building high-performing teams, optimizing the customer journey, and turning customer feedback and performance data into meaningful improvements. Success in this role requires a people-first leader who thrives in a fast-paced environment and can balance strategic thinking with hands-on execution.

This role is based in our New Orleans Headquarters 5 days a week.

Key Responsibilities: 

Customer Experience Strategy & Operations

• Own and evolve KREWE’s customer experience strategy with a focus on best-in-class service, proactive resolution management, and scalable operational processes that drive customer satisfaction and retention.
• Oversee the day-to-day operations of the Customer Service team, including customer resolution, order management, ecommerce return processing, chargebacks, product reviews, and frame repair inquiries. 
• Turn escalated support tickets into memorable brand experiences, utilizing sound judgement, empathy and creativity to reinforce KREWE’s commitment to exceptional experiences. 
• Manage high-volume customer service periods by forecasting needs, hiring and training seasonal support, and ensuring all SLAs are consistently met.

Team Leadership & Development

• Lead and manage a team of on-site customer service agents, fostering a high-performance, customer-first culture.
• Coach and develop team members on performance management, escalation handling, brand voice, and customer resolution best practices.
• Establish departmental KPIs and individual performance goals, monitor performance, and implement coaching plans when needed to ensure consistent achievement of targets.

Customer & Brand Experience

• Serve as the organizational champion for KREWE’s Second Chances warranty program, maintaining policies, overseeing claim workflows, and supporting escalated cases.
• Monitor and manage NPS feedback daily, ensuring timely responses to customer comments and thoughtful follow-up with detractors and promoters when appropriate.
• Track and analyze NPS trends and customer feedback, identifying recurring themes, surfacing potential product or operational issues, and recommending improvements to enhance the customer experience.
• Partner cross-functionally with Product, Retail, Ecommerce and Fulfillment teams to ensure insights from customer feedback are communicated and translated into operational improvements.

Reporting, Insights & Continuous Improvement

• Own reporting and dashboards for the Customer Service department, including key metrics such as Total Response Time, First Response Time, CSAT, NPS, discount utilization.
• Translate customer feedback and performance data into actionable insights and operational improvements.
• Identify opportunities to improve systems, tools, and processes to enhance efficiency, customer satisfaction, and scalability.
• Maintain and evolve the Customer Service knowledge base, policies, procedures, and training documentation.

Requirements: 

• 5+ years in ecommerce or DTC customer service operations with direct people management experience.
• Extensive experience with Customer Service and ecommerce platforms and tools
• Strong analytical and reporting skills with experience creating and maintaining dashboards
• Proven experience managing and developing high-performing teams in a fast-paced environment. 
• Experience building and managing dashboards and reporting for metrics such as CSAT, NPS, response times, and SLA performance. 
• Track record of meeting or exceeding customer service KPIs, SLAs and performance targets
• Experience maintaining and evolving policies and procedures
• Experience with AI-enabled customer service tools a plus
• Highly collaborative with a genuine passion for customer service and a non-hierarchical attitude.
• The candidate must be a proactive problem solver, people-first leader and a lifelong learner. 

Benefits and Perks:

• Competitive wage
• Group health plans: health, vision and dental insurance
• Welfare benefits: life, ad&d, supplemental voluntary coverage 
• FSA Plan & HSA Program 
• 401(K) Investment Options
• Adoption Assistance, EAP, Commuter Benefits
• Paid Parental Leave 
• Quarterly Cultural Spend
• Ongoing Training and Development, an Educational Allowance
• 10 paid holidays and Paid Time Off accrual
• KREWE employee quarterly frame allowance (of course!)

Diversity and Inclusion: 

KREWE believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are proud to provide equal employment opportunities (EEO) to all employees and applicants without discrimination or retaliation because of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, pregnancy or any other protected characteristic as established by applicable local, state, or federal law.