You’ll take full ownership of Drivse’s global post-purchase experience
Lead a 30-person customer service team based in the Philippines
Working closely with local team leads while partnering with senior leadership
Build scalable systems, enforce operational standards, and eliminate repeat failures
Own refund, cancellation, and chargeback performance
Create proactive retention strategies to reduce churn
Ensure same-day processing of cancellations and refunds
Define and track KPIs across multiple metrics
Translate data into action plans
Act as the voice of the customer across Product, Operations, Marketing and Logistics

4+ years in eCommerce customer support, with 2+ years in a leadership role
Proven experience managing remote/offshore teams (Philippines strongly preferred)
Demonstrated experience reducing chargebacks, refunds and churn
Strong subscription and retention understanding
Experience supporting US customers and service standards
Strong CRM experience (Zendesk preferred)
Strong analytical skills (Excel / Google Sheets)
Structured, systems-driven operator
Ownership mindset
accountable for outcomes, not excuses.

Head of Customer Service – Retention

Key skills