Head of Customer Support – eCom

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

📋 Description

• Take ownership of the complete customer support function across all customer interaction points.

• Develop scalable support operations that can accommodate rapid business expansion.

• Strive for continuous enhancement of the customer experience while maintaining efficiency and profitability.

• Step in personally when escalations or complex issues arise.

• Create and document support Standard Operating Procedures (SOPs) from the ground up.

• Develop macros, knowledge bases, escalation pathways, quality assurance processes, and internal guidelines.

• Continuously refine workflows as the business grows.

• Ensure that new team members can quickly adapt through standardized processes.

• Lead the implementation and ongoing enhancement of AI within the support operation.

• Utilize AI for ticket triage, drafting responses, categorization, routing, and automating workflows.

• Determine which customer interactions should remain human-led.

• Continuously pinpoint repetitive processes that can be automated without compromising customer experience.

• Recruit, onboard, mentor, and cultivate a high-performing global support team.

• Establish clear weekly Key Performance Indicators (KPIs) and accountability throughout the department.

• Foster a performance-oriented culture focused on quality, speed, accountability, and customer outcomes.

• Enhance overall customer satisfaction across every interaction.

• Manage the company's Trustpilot strategy and its execution.

• Create workflows for generating reviews and processes for intercepting negative reviews.

• Develop response protocols that reinforce customer trust and bolster brand reputation.

• Decrease unnecessary refunds through effective retention strategies.

• Enhance refund avoidance while maintaining customer trust.

⛳️ Requirements

• Proven experience in leading Customer Support or Customer Experience for a high-volume direct-to-consumer (DTC) or eCommerce business generating $3M+/month.

• Demonstrated ability to build customer support systems, SOPs, quality assurance processes, macros, and workflows from scratch rather than taking over an existing function.

• Track record of successfully improving customer satisfaction, CSAT, Trustpilot scores, or similar customer experience metrics.

• Strong understanding of customer support economics, including strategies for refund avoidance, save rates, chargeback prevention, customer retention, and operational efficiency.

• Experience using AI tools and automation to enhance customer support operations.

• Capacity to identify operational trends and proactively address root-cause issues across multiple departments.

• Highly analytical with exceptional attention to detail and strong data-driven decision-making skills.

• Comfortable working in a fast-paced, high-growth environment with minimal supervision.

• Excellent written communication, leadership, and cross-functional collaboration abilities.

• Willingness to remain actively involved with customer escalations while creating scalable systems for long-term growth.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities