Head of Customer Service

Company Overview At Rosabella, we're dedicated to helping women feel their best through every chapter of their wellness journey. Inspired by a personal story, we set out to create thoughtfully formulated supplements that provide meaningful nutritional support during menopause and beyond. By combining carefully selected ingredients with a commitment to quality and transparency, we're making it easier for women to prioritize their health with products they can trust. Position Summary Customer service is one of the most important functions at Rosabella. Refunds, disputes, chargebacks, Trustpilot scores, BBB complaints, and response times all run through this team. We are hiring a Head of Customer Service to take over the entire CS function and continuously raise the standards across the org. This is a player-coach role at the top of the CS org. You will lead the CS team, including team leads, QA, and support staff, and you will also be in the work every single day. We are not hiring a delegator. We are hiring an operator who can lead the team because they are the strongest CS operator on it. You will spend a meaningful portion of every day inside the tickets, reading agent responses, watching trends in Trustpilot and BBB, investigating root causes when refund rates or response times move the wrong way, and running the cadence with your team leads. You will also own the strategic decisions: the agent workforce model, the QA framework, and the macro and AI roadmap. You report directly to the Founder / CEO. Your mandate is to run a CS operation that is fast, accurate, and scalable across our channels. Key Responsibilities Team Leadership and Performance Lead and manage the CS team, including team leads and QA. Set clear goals, KPIs, and performance standards aligned to FRT, CSAT, Trustpilot and BBB scores, refund and dispute rates, and resolution time. Coach and develop team leads through written weekly feedback, regular reviews, and direct in-the-work mentoring. Audit team performance every week and deliver written feedback before the team meeting so the standard is visible. Own hiring, performance management, and development for the entire CS org, including underperformer exits. CS Operations Own end-to-end customer service across our sales channels. Own the primary helpdesk platform and ensure it is configured, integrated, and used at the standard the team needs. Personally read tickets every day: sample agent responses, identify what is working, surface examples back to the team. Investigate every spike in refunds, disputes, chargebacks, or negative reviews and find the root cause within the week. Run the weekly cadence with team leads and QA, with a clear agenda, clear actions, and clear ownership coming out. Trustpilot, BBB, and Brand Reputation Own the Trustpilot and BBB review pipelines including response time, response quality, and pattern resolution. Convert weekly review pattern reports into actual operational changes inside the week they are surfaced. Close the loop between QA findings, BBB and Trustpilot patterns, and agent training so the same issues do not show up two weeks in a row. Macros, SOPs, and AI Own the macro and SOP library, including version control, agent adoption, and quality. Drive AI implementation in CS workflows where it improves response quality, reduces resolution time, or expands agent capacity, without sacrificing brand voice or customer experience. Make pragmatic build-vs-buy decisions on CS tooling. Reporting and Cadence Report weekly to the Founder / CEO on CS health: KPIs, key issues, what changed, what you are doing about it. Surface real problems early with a recommendation, not just a flag. Translate operational signals into business decisions leadership can act on. Success in This Role Looks Like A CS organization that consistently hits FRT, CSAT, Trustpilot, and BBB targets. A team of leads who can run their teams without daily intervention from you, because the standard and the cadence are clear. Refund rates, dispute rates, and chargeback rates trending down quarter over quarter. The same BBB and Trustpilot patterns do not show up week after week. Issues get fixed and stay fixed. The Founder spends less time inside CS because the operation runs itself at a high standard. Who You Are You have spent years leading customer service at a consumer brand. You know what good looks like in agent quality, ticket flow, QA, escalations, dispute management, and review recovery, because you have personally built those systems before. You are equally at home reading tickets and reading dashboards. You can audit an agent response and tell them exactly what was sharper or weaker about it in writing. You can also pull refund data by SKU, by channel, by reason code, and identify the structural fix. You are direct. You can deliver hard feedback, run a clean PIP, and close out an underperformer without drama. You are also the kind of leader people want to work for because the standard is high and the support is real. You write clearly, follow up without being asked, and close loops. You do not need to be managed by your boss. You arrive, you diagnose, and you have a clear point of view on what to change within weeks. You are obsessed with the customer experience but pragmatic about the business. You can hold both ideas at once: CS is a cost center to optimize and a brand asset to protect. Qualifications Required: 3+ years leading customer service at a consumer brand doing $10M+ in annual revenue. Direct experience managing teams of 15+ agents minimum. Deep experience in DTC email-driven customer support. Experience working with offshore teams across multiple time zones. Proven track record building or rebuilding CS operations, not just maintaining them. Strong operational rigor: dashboards, clear KPIs, tight cadence. Experience managing dispute, chargeback, and refund volume at scale. Hands-on with at least one major helpdesk platform. Comfortable with Shopify as the DTC backbone. Track record of working with US-based companies and US customer bases. Ability to work full US Eastern Time business hours regardless of where you are based. Preferred: Experience at a supplement, wellness, or other regulated consumer brand. Subscription CS experience including chargeback flows and cancellation management. Experience implementing AI or automation in CS workflows. Marketplace (Amazon, TikTok Shop, etc.) CS experience. Who This Role Is Not For This is not a delegator role. You execute alongside the team every day. If you are looking to manage from above and let the team do the work, this is not the seat. This is not a coordinator or queue manager role. You are not babysitting a ticket queue while the real strategy happens elsewhere. You own the strategy. This is not an agency or BPO leadership role in disguise. If your career has been entirely on the agency side and you have never owned CS in-house at a brand, this is not the seat. This is not a small-team role. If the largest team you have personally managed has been under 15 agents, or the largest brand you have worked at has been under $10M in revenue, you will not be successful here. This is not a 9-to-5. Refund spikes, payment processor issues, and review crises do not follow business hours. Work Environment Remote position with EST hours required to align with the team and coverage needs. Direct access to and regular collaboration with the Founder / CEO. Fast-paced, high-ownership environment. Performance and outcomes are prioritized over hours worked or process. What We Value Output-Focused: We prioritize and reward results. Accountability: Team members own their decisions, mistakes, and outcomes. Thirst for Knowledge: We learn continuously from data, customers, and each other.