Our client is Sunday Citizen, a home and lifestyle brand that believes comfort should never be compromised.
From buttery-soft fabrics to mindful craftsmanship, every detail is designed to make people feel at ease — to slow down, breathe, and truly enjoy their space.

With thousands of five-star reviews, Sunday Citizen has built a loyal community that values both luxury and sustainability. Each piece is made with eco-conscious materials that are gentle on the planet yet irresistibly soft to the touch.

⁠Job Responsibilities:
•⁠ ⁠Oversee daily operations of the eCommerce customer service team to ensure timely, empathetic, and effective customer support across all digital channels. Very comfortable being customer facing
•⁠ ⁠Manage and resolve escalated customer cases, ensuring swift resolution and a positive brand experience.
•⁠ ⁠Partner with the eCommerce operations and logistics teams to monitor and improve fulfillment accuracy, delivery performance, and returns/exchanges processes.
•⁠ ⁠Analyze service metrics (CSAT, response time, NPS, first contact resolution, etc.) and provide actionable insights to improve performance and reduce friction.
•⁠ ⁠Develop customer service training programs and knowledge bases to ensure team consistency and continuous improvement.
•⁠ ⁠Partner with marketing, merchandising, and retail teams to align on promotions, product launches, and campaigns that impact customer service demand.
•⁠ ⁠Advocate for the voice of the customer internally—sharing trends, feedback, and insights to inform broader brand and operational decisions.
•⁠ ⁠Implement and optimize customer service tools, CRM systems, and automation workflows to improve efficiency and enhance the overall customer experience.
•⁠ ⁠Manage scheduling, staffing, and performance reviews to ensure adequate coverage and a high-performing, motivated team.
•⁠ ⁠Identify and execute opportunities to proactively reduce customer contact drivers through process improvement, better communication, and self-service resources.
•⁠ ⁠Collaborate with technology and UX teams to enhance onsite experience, checkout flow, and FAQs based on recurring customer feedback.
•⁠ ⁠Own and report on key customer experience KPIs to leadership, highlighting risks, wins, and improvement opportunities.
•⁠ ⁠Lead with empathy and accountability—creating a culture that values problem solving, customer advocacy, and continuous learning.

Position

•⁠ ⁠Work in EST hours
•⁠ ⁠Team to manage
•⁠ ⁠Opportunity to build a new team from scratch

•⁠ ⁠Remote