Client Experience Lead

Defined by People. Driven by Ownership. Built for Growth. At OAK + FORT, we are defined by people who lead with ownership, embrace growth, and bring passion into everything they do. Guided by collaboration, curiosity, and individuality, we foster an environment where teams are empowered to challenge themselves, support one another, and evolve alongside a modern and growing brand. We are currently seeking a Client Experience Lead who is people-focused, data-driven, and passionate about delivering exceptional client experiences through operational excellence. This role is ideal for someone who thrives in a fast-paced retail environment, enjoys identifying friction points and opportunities across the client journey, and is motivated by elevating service standards, supporting key business initiatives, and contributing to continuous operational improvement. Start Here Start your journey with a team that values initiative, curiosity, and individuality. At OAK + FORT, we encourage self-starters to contribute with confidence, take ownership, and bring their unique perspective from day one. As an Client Experience Lead , you will: Team Leadership & Performance Onboard and coach customer experience coordinators Drive accountability to KPIs (SLA, ticket backlog, chargebacks, lost orders) Develop training materials and SOPs to standardize responses Foster a high-ownership, solution-oriented team culture Operational Excellence Ensure all tickets, inbox, RMA, livechats, socials, chargeback investigations are resolved within defined SLA targets Monitor daily ticket volumes, backlog, and channel mix (email/chat/social) Conduct investigations into lost shipments and missing items Identify trends in BORs, returns, refunds, and order issues to recommend process improvements. Collaborate cross-functionally with internal teams and 3PL partners to proactively identify, address, and reduce operational defects impacting the customer experience Customer Advocacy & Brand Protection Own complex escalations and high-risk cases Protect brand reputation while balancing policy enforcement Ensure customer communications align with brand tone, voice, and standards. Identify opportunities to enhance customer loyalty and retention Others Perform other assigned duties. Belong Here We are people powered. Through collaboration, respect, and open communication, we create an environment where individuals feel supported, valued, and connected by a shared passion for delivering elevated experiences together. At OAK + FORT, you will: Join a team that values authenticity and individuality Work in a collaborative and supportive environment Be empowered to share ideas, challenge convention, and make an impact Build meaningful relationships with customers and teammates alike Contribute to a culture rooted in passion, creativity, and growth Grow Here We believe growth comes from challenging ourselves to go above and beyond. By embracing change, taking initiative, and continuously evolving, our teams build meaningful careers while growing alongside an ever-evolving brand. At OAK + FORT, you will have opportunities to: Develop your leadership and business management skills Grow within a rapidly evolving retail organization Take on new challenges and contribute to strategic initiatives Learn through hands-on experience, mentorship, and ongoing development Build a meaningful career with a team that values ownership, growth, and innovation. What We’re Looking For: Strong ability to analyze and interpret large volumes of data to identify trends, risks, and opportunities. Effective communication and problem-solving skills, with the ability to translate insights into actionable recommendations. Proven ability to build and maintain collaborative relationships with cross-functional partners across Planning, Buying, and Retail Operations. Naturally curious, with a willingness to ask questions, seek information, and dive deep into processes to understand outcomes and drive improv…

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