Head of Customer Service

Head of Customer Service

About the Company

Influential venture capital firm

Industry
Retail

Type
Privately Held

Founded
2024

Employees
1-10

About the Role

The Company is seeking a Head of Customer Service to lead and elevate the CS function. This role is pivotal in maintaining the company's commitment to providing a fast, accurate, and scalable customer service experience. The successful candidate will be responsible for team leadership, setting and achieving performance standards, and owning the end-to-end customer service operations. This includes managing the primary helpdesk platform, investigating and resolving issues related to refunds, disputes, and negative reviews, and driving the implementation of macros, SOPs, and AI to enhance the customer experience. The Head of Customer Service will also be expected to report directly to the Founder/CEO, surfacing real problems with actionable recommendations, and translating operational signals into business decisions. Applicants for the Head of Customer Service position at the company should have a minimum of 3 years' experience in a similar role within a consumer brand, with a proven track record of managing teams of 15 or more agents. Deep experience in DTC email-driven customer support, particularly with a focus on operational rigor, is essential. The role requires a hands-on approach, with the candidate expected to be directly involved in the day-to-day operations, including reading tickets, and auditing team performance. Strong leadership skills, the ability to provide direct and constructive feedback, and a passion for both customer experience and business pragmatism are key attributes. The ideal candidate will have experience in a regulated consumer brand, subscription CS, and a background in working with US-based companies and customer bases.

Hiring Manager Title
Founder / CEO

Functions

• Operations