Good American is the first fully inclusive fashion brand that celebrates all dimensions of female power. Offering quality, style, and substance in every size — 00-32, we are committed to challenging industry norms by empowering all women to feel sexy and confident no matter their size or shape. The brand was launched in October 2016, by Emma Grede and Khloé Kardashian, to empower all women to celebrate their bodies with confidence by offering high-quality designs in all sizes. What started as the largest denim launch in history, has evolved into an iconic and inclusive fashion line of denim, ready-to-wear, swim, and accessories.
The Customer Experience (CX) & Customer Service Manager will lead and oversee all aspects of the online customer journey, ensuring a seamless, high-quality experience from order placement through post-purchase support. This role manages the Customer Service team, oversees daily operations related to eCommerce orders, and partners cross-functionally with Operations, eCommerce, Logistics, and Marketing to drive customer satisfaction, retention, and brand loyalty.
This individual is both strategic and hands-on — comfortable analyzing performance metrics while actively supporting their team and resolving escalated customer concerns.
Key Responsibilities:
Customer Experience Leadership
Qualifications:
- 5+ years of experience in Customer Experience or Customer Service management within eCommerce or retail.
- Proven experience managing and developing a team.
- Strong understanding of online order management and fulfillment processes.
- Experience working cross-functionally with Operations and eCommerce teams.
- Data-driven mindset with strong analytical skills.
- Excellent communication and problem-solving abilities.
- Proficiency in customer service platforms and Shopify (or similar eCommerce systems).
Key Competencies:
- Leadership & Team Development
- Operational Excellence
- Customer-Centric Mindset
- Strategic Thinking
- Conflict Resolution
- Process Improvement
- Cross-Functional Collaboration
Please note that this role requires to be onsite four days a week.
At Good American, we believe that a diverse and inclusive workplace drives innovation and success. We are committed to creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives. We welcome applicants from all backgrounds and encourage individuals of all races, gender identities, ages, religions, sexual orientations, abilities, and veteran statuses to apply.
WE ARE B CORP CERTIFIED!As our business has grown, so has our responsibility to our community, our planet, and our operations. Being B Corp certified means we will continue to prioritize people and the planet alongside profit.
