Job Description

AKIRA Head of Customer Service – AI Automation & Experience

In 2002, AKIRA opened the doors to its first women's clothing boutique in Chicago. Since then, the company has extended its reach to 35+ stores across the United States, as well as a thriving eCommerce business (shopAKIRA.com.) AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand.

AKIRA’s culture has one very large, distinct difference from other high fashion competitors: Fanatical, Obsessive Attention to the consumer’s needs and desires. The core principle for all employees at AKIRA is to Act and Think Like an Owner, and this belief can be reflected across all areas of the company.

The Position

Head of Customer Service – AI Automation & Experience

Location

Chicagoland Area (On-site, Full-Time – No Remote or Hybrid)

Job Overview

AKIRA is seeking a forward-thinking Head of Customer Service to lead our customer support team into the future with AI automation and a proactive customer experience strategy. Based full-time in our Chicagoland office, this leader will maximize the potential of our 8-person team, using tools like Gorgias and other AI platforms to streamline operations and elevate service quality. Reporting to the COO, this role has full authority to optimize processes, enhance every customer touchpoint, and ensure AKIRA delivers a bold, best-in-class support experience.

Key Responsibilities

• AI Optimization : Amplify our existing Gorgias platform with advanced AI capabilities (e.g., auto-responses, intent detection) and explore complementary tools (e.g., rep.ai, chatbot.com) to handle inquiries efficiently, empowering the team to focus on high-value interactions.

• Team Leadership : Manage and inspire our 8-person customer service team, training them in AI tools and AKIRA’s customer-first ethos, while maintaining a collaborative, on-site presence.

• SLA Excellence : Establish and exceed key SLAs—such as average response time (<1 hour), resolution time (<24 hours), and customer satisfaction (CSAT >90%)—using Gorgias analytics and custom reporting to drive performance.

• End-to-End Customer Experience : Own the full customer journey, enhancing touchpoints to reduce support volume and delight customers. Examples include:
• Automating order status emails and tracking updates to preempt inquiries.
• Personalizing responses with customer insights (e.g., purchase history, preferences).
• Deploying self-service FAQs and AI chatbots for 24/7 accessibility.
• Proactively addressing issues with outreach (e.g., delay alerts, loyalty offers).

• Process Efficiency : Streamline workflows with AI to handle 90%+ of inquiries autonomously, enabling the team to excel in complex, relationship-driven cases.

• Data-Driven Impact : Create and monitor performance metrics (e.g., ticket deflection rate, automation coverage, cost-per-interaction) to showcase AI’s value and inform leadership decisions.

• Full Authority : Take complete ownership of the customer service operation, with control over budget, tool selection, and team structure to execute a tech-forward vision.

Qualifications

• Experience : 7+ years in customer service leadership, with 3+ years leveraging AI automation (e.g., Gorgias, rep.ai, etc.) to enhance efficiency and team performance in a retail or e-commerce environment.
• Technical Expertise : Advanced skills with Gorgias and familiarity with AI-driven chatbots, ticketing systems, and proactive outreach tools. Ability to configure and scale these platforms.
• Strategic Vision : Proven ability to oversee the entire customer experience lifecycle, from proactive communication to personalized support, with a focus on efficiency and impact.
• Analytical Skills : Adept at setting SLAs (e.g., response time, resolution rate) and using data to optimize outcomes, with experience in analytics or dashboard creation.
• Leadership : Success managing compact, high-performing teams in a fast-paced, on-site setting. No remote or hybrid experience required—this is a fully in-office role.
• Location : Must reside in or relocate to the Chicagoland area and commit to full-time, on-site work at AKIRA’s office.
• Industry Fit : E-commerce or fashion experience preferred, with an alignment to AKIRA’s edgy, customer-centric brand.
• Education : Bachelor’s degree in Business, Technology, or related field (or equivalent experience).

Why Join AKIRA?

At AKIRA, we’re all about bold moves and exceptional experiences. As Head of Customer Service, you’ll harness AI to redefine support from our Chicagoland office, with the freedom to shape a lean, impactful operation. Competitive salary, benefits, and a chance to lead with innovation await.

Diversity & Inclusion:

At AKIRA we believe that treating everyone in a first-class manner is essential to fostering an inclusive environment that reflects our values and our community. This is deeply rooted in our company's principles, culture, and fashion. We continuously strive to cultivate a company where employees feel a sense of belonging and contribute to a culture that values differences, ideas, and experiences. Our unique workforce is directly linked to our success and makes us stronger collectively.

Benefits and Perks:

AKIRA offers competitive benefits for full time employees, including Medical, Dental, Vision, Pet, Life, LTD, FSA/HSA/Dependent Care FSA, Flex Transit (CTA), 401(k), and employee discount. We are committed to encouraging internal development and providing significant career enrichment opportunities. Most importantly, what has propelled AKIRA’s growth and success over the years has been the dynamic culture within the company - if you’re filled with passion, have a strong desire to get things done, and if you want to go to a place where you know your work matters and where you can implement your ideas and decisions, then AKIRA just might be the place for you.

Job Type: Full-time

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