Head of Customer Success

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Employee discounts

Flexible schedule

Health insurance

Paid time off

Parental leave

Vision insurance

Location : Sioux Falls, SD (On-site or Hybrid)

Experience Required : 10+ years in customer service or customer success leadership

About Wild Oak Boutique

Wild Oak Boutique is one of the fastest-growing womens fashion brands, known for our premium denim and exceptional customer experience. As we continue to expand, were looking for a passionate and experienced Head of Customer Success to lead our customer service department, strengthen client relationships, and ensure that every interaction reflects our brands standard of excellence.

About the Role

The Head of Customer Success will oversee our customer service team and ensure all customer interactions from order questions to post-purchase support are handled efficiently, professionally, and with care. This role is perfect for someone who thrives in a fast-paced e-commerce environment, is data-driven, and is passionate about creating long-term customer loyalty.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver exceptional customer experiences.
• Develop and implement best practices, performance metrics, and KPIs to measure team effectiveness and satisfaction.
• Oversee customer communication across email, chat, social media, and Gorgias , ensuring consistency in tone and policy.
• Partner with warehouse and operations teams to resolve escalations efficiently and accurately.
• Manage return, exchange, and claims processes while balancing customer satisfaction and business goals.
• Analyze feedback and data to identify trends, improve processes, and reduce repetitive issues.
• Build and maintain customer retention strategies that strengthen brand loyalty.
• Collaborate with the marketing and product teams to ensure messaging aligns with the customer experience.
• Stay current on industry trends and customer service technologies to continually enhance operations.

Qualifications

• 10+ years of experience in customer service, customer success, or client relations (preferably in e-commerce or retail).
• Strong knowledge of Shopify , Gorgias , and social platforms (Facebook, Instagram, TikTok).
• Proven experience managing and developing high-performing teams.
• Exceptional communication, empathy, and conflict-resolution skills.
• Highly organized with the ability to manage multiple priorities and maintain attention to detail.
• Strategic thinker with a passion for building strong, long-term customer relationships.

Perks & Benefits

• Competitive salary + performance-based bonus
• Employee product discounts
• Collaborative, people-first company culture
• Opportunity to shape the future of customer experience as Wild Oak continues rapid growth