Note: The job is a remote job and is open to candidates in USA. Lucchese Bootmaker is a Western luxury brand that handcrafts boots and leather goods while expanding its retail and digital customer experience. The Director of Customer Service will lead a multi-functional team and set the strategic vision for the full customer journey across customer service, live commerce, and retail support. The role is responsible for performance management, complex issue resolution, cross-functional partnership, and cultivating a customer-centric culture.
Responsibilities
- Define and drive the long-term vision for the Customer Experience department, aligned with Lucchese's luxury brand identity
- Directly manage a team of leaders, including the CS Supervisor, CS Lead, Digital Sales Manager, CS Ops Lead, and CS Quality Control Lead
- Oversee the end-to-end customer journey across phone, email, chat, live commerce, and retail support
- Monitor and report on key performance metrics — NPS, CSAT, response times, and resolution rates — to identify trends and opportunities
- Serve as the final point of resolution for complex or high-priority customer issues
- Partner with Marketing, Retail, E-Commerce, Distribution, and IT to align customer-facing operations with broader business initiatives
- Support the Live Commerce team in scaling digital sales initiatives that reflect the Lucchese customer experience
- Champion a customer-centric culture, including leading the department's evolution into an experience-driven team
Skills
- 8+ years of experience in customer service, customer experience, or related leadership roles
- Proven leadership managing multi-functional CS/CX teams, ideally within luxury retail or premium goods
- Strategic thinker who translates vision into actionable plans and measurable outcomes
- Exceptional communication skills, with the ability to influence at all levels of the organization
- Strong analytical mindset with experience using data to drive decisions and improve performance
- Deep understanding of luxury brand standards and customer expectations
- Bachelor's degree preferred
Benefits
- Bonus
- 401(k) with company match — $ for $ up to 4%, immediately vested
- Competitive Medical/Dental/Vision Insurance
- Life and AD&D Insurance
- Short-Term and Long-Term Disability
- Vacation/Holiday Pay/Sick Pay
- Voluntary Pet Insurance
- Product allowance for boots and apparel
- Employee discounts on Lucchese products and through Working Advantage
- Option to enroll in Daily Pay and Wisely Pay
Company Overview