This is a fully remote position, open to applicants in Mexico.

• Take ownership of and enhance support KPIs such as CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog.

• Guide, mentor, and oversee remote customer support representatives.

• Develop standard operating procedures (SOPs), quality assurance (QA) frameworks, macros, workflows, and knowledge bases.

• Enhance automation, AI chatbot processes, self-service options, and overall support efficiency.

• Minimize refunds, chargebacks, and recurring customer grievances.

• Provide actionable insights from customer feedback and deliver weekly customer experience (CX) reports to leadership.

• Collaborate with operations, marketing, and product teams to elevate the customer experience.

• Over 5 years of experience in customer support, customer experience (CX), or customer operations.

• Proven experience in managing remote support teams.

• Strong background in direct-to-consumer (DTC) and eCommerce.

• Familiarity with Shopify and support platforms like Gorgias, Zendesk, or Intercom.

• Comprehensive understanding of KPIs, SOPs, QA frameworks, refunds, chargebacks, and shipping-related challenges.

• Exceptional written communication skills in English and a strong operational mindset.

• Competitive salary offered in USD.

• Flexibility to work from anywhere.

Head of Customer Support

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