Key skills
AIAnalyticsLeadershipCommunicationSales
About this role
Role Overview
- Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations.
- Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams.
- Ensure operational stability, consistency, and quality across all customer touchpoints.
- Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches.
- Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows.
- Lead the design and rollout of AI-powered and automation-first support workflows.
- Evaluate, implement, and optimize CS platforms and tools.
- Define and own KPIs, scorecards, and dashboards.
- Establish a scalable quality management framework.
Requirements
- 8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands.
- Proven experience scaling customer support operations in high-growth environments.
- Strong background in AI, automation, CX platforms, and operational analytics.
- Deep understanding of omnichannel support, quality management, and workforce planning.
- Highly strategic, systems-oriented, and data-driven mindset.
- Exceptional cross-functional communication and executive presence.
Benefits
- Competitive compensation, including performance-based bonus
- Unlimited PTO
- Flexible schedule
- Hybrid
- Healthcare (medical, dental & vision) fully covered
- Gym membership credit – your physical and mental health is super important
- Kindle/Audible credits – We really value lifelong learning and personal development
- Free iRESTORE Products! (In case you or someone you love is losing hair)
- Paid maternity/paternity leave
- Home Office Stipend (Hybrid work set-up)