Overview

Customer Service Manager (Luxury E-Commerce) Jobs in Latin America at Simera

Title: Customer Service Manager (Luxury E-Commerce)

Company: Simera

Location: Latin America

Overview

We are hiring a Customer Service Manager to lead daily CX operations for a fast-growing luxury e-commerce brand. This role combines customer support leadership, CX systems ownership, AI-driven operational improvement, and cross-functional collaboration with Operations and Fulfillment teams.

The ideal candidate has experience in luxury or premium e-commerce environments, understands the expectations of high AOV customers, and is comfortable operating in high-volume CX operations (+200 tickets per day on average) while maintaining a premium, brand-aligned customer experience.

This person will oversee a small remote CX team, manage escalations and VIP customers, and own Kustomer administration including workflows, automations, AI agents, reporting, and optimization initiatives. The role works U.S. business hours and plays a key role in improving CSAT, response times, retention, and overall customer experience performance.

Key Responsibilities

Own the CX Platform

  • Administer Kustomer end-to-end including workflows, queues, tagging, macros, SLAs, routing rules, automations, integrations, and reporting.
  • Continuously optimize CX systems as ticket volume, product mix, and operational complexity evolve.
  • Build scalable support processes that improve efficiency while preserving a high-touch luxury experience.

Optimize AI & Automation

  • Continuously improve AI agents, automation workflows, escalation logic, and self-service experiences.
  • Automate customer journeys across pre-purchase, post-purchase, shipping, returns, exchanges, and VIP support.
  • Use AI tools such as ChatGPT, Claude, or equivalent platforms to streamline workflows, reporting, and customer communication.

Lead and Coach the CX Team

  • Manage and coach a small remote team of CX Agents working aligned U.S. business hours.
  • Set KPIs, monitor performance, conduct regular coaching sessions, and manage scheduling and coverage planning.
  • Establish clear standards for response quality, empathy, and luxury brand communication.

Handle Escalations & VIP Customers

  • Personally manage escalated tickets, sensitive customer situations, chargebacks, refunds, and VIP customer interactions.
  • Maintain exceptional service standards for high AOV customers and complex cases.
  • Act as the final point of escalation for customer-facing issues.

Partner with Operations & Fulfillment

  • Collaborate closely with Operations, Inventory, and Fulfillment teams to resolve returns, exchanges, shipping delays, lost packages, and damaged orders efficiently.
  • Utilize tools such as Shopify and ParcelLab or similar post-purchase platforms to improve tracking visibility and delivery resolution.

Analyze & Improve CX Performance

  • Own and report on KPIs including:
  • CSAT
  • First Response Time
  • Resolution Time
  • Automation Rate
  • Contacts per Order
  • Ticket Volume
  • Identify recurring issues, operational gaps, or customer pain points and drive process improvements across departments.

Drive Retention & Revenue Initiatives

  • Develop proactive engagement strategies for VIP and repeat customers.
  • Support retention initiatives through concierge-style service and service-led revenue opportunities.
  • Ensure the CX experience consistently aligns with the brand’s luxury positioning.

Act as the Voice of the Customer

  • Surface customer feedback, operational friction points, and recurring issues internally.
  • Advocate for customer experience improvements across operations, logistics, and product teams.

Qualifications

  • 4–6+ years of Customer Service, Customer Operations, or CX Management experience within DTC, luxury, or premium e-commerce brands.
  • Proven experience supporting high AOV customers in high-volume environments (+200 tickets per day on average).
  • Strong background in luxury or premium customer experience standards.
  • Hands-on experience with Kustomer is strongly preferred.
  • Experience with platforms such as Zendesk, Gorgias, or similar modern CX systems.
  • Demonstrated experience configuring workflows, automations, AI agents, macros, SLAs, routing rules, and reporting.
  • Experience using AI tools such as ChatGPT or Claude to improve workflows and operational efficiency.
  • Experience leading or managing small remote teams, including KPI management, coaching, and workforce planning.
  • Strong written and verbal English communication skills with the ability to match luxury brand tone and voice.
  • Highly organized, systems-oriented, and detail-focused.
  • Comfortable navigating operational edge cases and resolving customer issues with professionalism and empathy.
  • Familiarity with Shopify, ParcelLab, or similar e-commerce/post-purchase tools is a plus.
  • Availability to work full-time aligned with U.S. business hours.

Apply

Upload your CV/resume or any other relevant file. Max. file size: 800 MB.