Head of Customer Service Full Time NEW

Our client in the health and personal care space is hiring a Head of Customer Service!

The Role

This is a player-coach role at the top of the CS org. You will lead a team of 50+ agents across five team leads, a Head of QA, an SME lead, and a part-time CS Manager, 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, the macro and AI roadmap, and the in-house migration of the CX agency work.

You report directly to the Founder. Your mandate is to run a CS operation that is fast, accurate, and scalable across all three channels.

What You’ll Do

Team Leadership and Performance

• Lead and manage a 50+ person CS team across five team leads, a Head of QA, an SME lead, and a part-time CS Manager
• 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 each team lead’s 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 Across Channels

• Own end-to-end customer service across DTC (the bulk of volume), Amazon, and TikTok Shop
• Run RichPanel as the primary helpdesk 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, the Head of QA, and the SME lead, 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 the 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

Agency Migration and In-House Capability

• Take over the relationship with our external CX agency partner who currently owns macros, SOPs, and AI implementation
• Build the in-house team and systems needed to migrate that work over time
• Make the call on what stays with the agency, what comes in-house, and on what timeline, based on cost, capability, and speed

Macros, SOPs, and AI

• Own the macro and SOP library across all three channels, 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 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 the Founder and the broader leadership team can act on

Success in This Role Looks Like

• A CS organization that consistently hits FRT, CSAT, Trustpilot, and BBB targets across all three channels
• 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 agency relationship migrated in-house on the timeline and budget you set
• 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

Qualifications

• 3+ years leading customer service at a consumer brand doing $10M+ in annual revenue
• Direct experience managing teams of 15+ agents minimum, ideally 30+
• 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 (RichPanel preferred, but not required if the platform experience is comparable)
• 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

Strong Pluses

• Experience at a supplement, wellness, or other regulated consumer brand
• Subscription CS experience including chargeback flows and cancellation management
• Hands-on experience with RichPanel specifically
• Experience implementing AI or automation in CS workflows
• TikTok Shop or Amazon marketplace CS experience
• Experience transitioning agency-managed CS work in-house