Head of Customer Relations

3 days ago

Sioux Falls, South Dakota, United States Wild Oak Boutique Full time

Benefits:

  • 401(k)
  • 401(k) matching
  • Bonus based on performance
  • Dental insurance
  • Employee discounts
  • Health insurance
  • Paid time off
  • Vision insurance

Location: Sioux Falls, SD (On-site)

Experience Required: 10+ years in customer service and/or human resources leadership

About the Role

Wild Oak Boutique is looking for an experienced, people-focused leader to oversee Customer Relations and Human Resources — a hybrid position combining customer experience management with team development and HR operations.

This individual will manage our customer support team, ensure consistent service excellence, and build internal processes that reflect Wild Oak's people-first culture.

Key Responsibilities

Customer Relations:

  • Lead the customer service department using Gorgias, ensuring timely, high-quality responses across email, social, and live chat.
    Develop policies and training for returns, exchanges, and escalations to maintain brand integrity.

    Collaborate with marketing and fulfillment teams to resolve customer concerns and enhance satisfaction.

    Monitor KPIs such as response time, CSAT, and resolution rate to improve efficiency.

Human Resources:

Oversee recruiting, onboarding, and performance management for warehouse, marketing, and operations teams.

Foster a positive company culture that aligns with Wild Oak's values.

Manage benefits administration, payroll coordination, and compliance documentation.

Lead employee engagement programs, reviews, and retention initiatives.

Qualifications

10+ years of experience in customer service or HR management (preferably in retail or e-commerce).

  • Strong working knowledge of Shopify, Gorgias, and social platforms (Facebook, Instagram, TikTok).
    Excellent people management, communication, and conflict-resolution skills.
  • Organized, detail-oriented, and comfortable wearing multiple hats in a fast-paced environment.

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