Customer Service Lead

Customer Service Lead

Founded in 2012 with the belief that there is a better way, Mizzen+Main is a premium men's brand with product rooted in performance fabrics and tailored silhouettes. Mizzen+Main is a multi-channel brand, comprised of our Ecommerce site, Retail Stores, and Wholesale Partners across the US, with our headquarters in Dallas, Texas. Our Values are simple and guide everything we do: We are people first, We think big, We have commitments, We act as owners and We never settle.

Mizzen+Main is looking for a Customer Service Lead who is passionate about delivering a high-touch, personalized customer experience that reflects our premium brand values. This is not your typical support role, we don't believe in racing through tickets. Instead, we believe in curated, thoughtful interactions that foster long-term relationships and deep brand loyalty.

A Day In The Life

Customer Experience Leadership

• Set the tone for a best-in-class, white-glove customer experience across all service channels (email, chat, phone, social).
• Champion a customer-first approach that prioritizes quality and personalization over speed and volume.
• Design and implement processes that reflect the high-touch experience of a premium brand.

Team Management & Development

• Lead, coach, and mentor a small team of customer service agents, fostering a culture of empathy, excellence, and accountability.
• Support day-to-day escalations, provide feedback, and drive team performance through clear KPIs focused on customer satisfaction and loyalty.
• Create training materials and development plans that empower the team to handle nuanced, complex customer needs.

Hands-On Execution

• Be in the trenches with your team by answering tickets, solving problems, and modeling what great service looks like.
• Continuously look for ways to elevate the customer journey based on insights gathered firsthand.

Cross-Functional Collaboration

• Work closely with operations, marketing, e-commerce, and product teams to surface customer insights and identify opportunities for improvement.
• Act as the internal voice of the customer, advocating for changes that enhance the end-to-end experience.
• Collaborate on retention and loyalty strategies, leveraging support interactions as a brand-building channel.

What You'll Need

• 3–5+ years of experience in customer service, with at least 1–2 years in a leadership or management role (premium/luxury retail experience a plus).
• Deeply empathetic and customer-obsessed - you care about people, not just problems.
• Strong communicator and active listener with excellent written and verbal skills.
• Comfortable working cross-functionally and influencing without authority.
• A team player who leads by example and isn't afraid to jump in and get your hands dirty.
• Experience with support platforms (e.g., Gorgias, Zendesk, or similar) and a basic understanding of CRM tools.
• Highly organized, detail-oriented, and able to thrive in a fast-paced, evolving environment.

While this job posting emphasizes the key responsibilities and requirements. There may be additional duties, responsibilities and qualifications for this job.

At Mizzen+Main, we believe in combining performance fabrics with modern style — and our people are just as dynamic. Join a company where innovation, quality, and exceptional customer experiences are at the heart of everything we do. Do what you love and love what you do. Why wait? Today’s a Good Day For It.