E-Commerce and Customer Experience Manager

About UsEpoch Sports is a leading sports innovation company rooted in lacrosse and rapidly expanding into other team sports and performance gear. With a passion for innovation, design, and community, Epoch delivers best-in-class equipment, apparel, and digital experiences that empower athletes to Live. Play. Be. Epoch. From elite performance lacrosse gear to lifestyle apparel, Epoch is building a culture around the modern athlete.Why Join Us?Epoch sports is redefining how gear is designed and delivered to athletes at all levels. Help shape one of the fastest-growing sports brands in North America. You'll work in a fast-moving, ideas-first environment that values curiosity, creativity, innovation and performance. Remote flexibility and a team culture that values work-life balance and growth. Employee discounts and early access to gear and apparel drops and a competitive salary and benefits package.Job DescriptionEpoch Sports is seeking a E-Commerce & Customer Experience Manager to lead the charge across our online storefront and customer journey. This hybrid role combines digital merchandising, website management, campaign coordination, and hands-on customer support. You'll be responsible for running the day-to-day operations of our e-commerce business "” optimizing product listings, launching drops, troubleshooting site performance "” while also handling customer inquiries and building relationships with our community. This is a perfect opportunity for someone who is both analytical and empathetic, thrives in a fast-moving sports environment, and is ready to help a bold brand grow.Key ResponsibilitiesE-Commerce Operations (60%)Oversee the Epoch Sports Shopify Plus store, including product uploads, pricing updates, product categorization, collections, and metadataMonitor and improve website performance, UX, and conversion ratesCoordinate seasonal product drops, campaign pages, sales promotions, and restocks with marketing and creative teamsEnsure on-site branding, product imagery, and copy reflect current marketing strategy and toneTrack performance KPIs: conversion rate, bounce rate, AOV, UPT, return rate, and site speedCollaborate with fulfillment and warehouse teams to ensure accurate inventory flow and timely shippingManage integrations and tools such as Klaviyo, Gorgias, Google Analytics, Meta Ads, and post-purchase flowsCustomer Experience (40%)Provide responsive, solution-oriented customer support via Gorgias (email, chat, and phone)Resolve issues related to orders, returns, shipping delays, product sizing, and general inquiriesUpdate and maintain FAQ, sizing guides, return policies, and automated responses to improve self-service optionsTrack and escalate recurring feedback to internal teams (product, ops, design)Represent the voice of the customer in strategic meetings to enhance the overall user journeyMaintain a helpful, professional, and brand-aligned tone across all customer communicationQualifications2-4 years of experience in an e-commerce or DTC brand, ideally within sports, athletic wear, or consumer productsProficiency with Shopify Plus, Google Analytics, and Gorgias (or comparable customer support platform)Strong written communication skills and an instinct for customer tone and messagingAbility to analyze data, identify trends, and implement site optimizationsComfortable working cross-functionally in a fast-paced, startup-like environmentOrganized, adaptable, and self-motivated with an entrepreneurial mindsetPassion for sports, athletics, and performance gear a strong plusBonus Skills (Not Required but Preferred)Familiarity with paid media platforms (Meta Ads, Google Ads)Experience with Klaviyo or email/SMS campaign coordinationWorking knowledge of inventory systems and warehouse operationsExposure to visual merchandising or light graphic editing (e.g., Canva, Adobe Express)Equal Employment Opportunity (EEO) PolicyEpoch Sports provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Created: 2025-09-28