Head Of Customer Service

TL;DR

Head of Customer Service (Traveltech/Marketplace): Lead and manage a global customer service organization responsible for customer trust and real-time problem solving during peak season. Focus on building a structured, accountable team, driving continuous training programs, and improving key service metrics.

Location: Remote

Company

hirify.global is a self-service ski trip booking platform that lets customers build and book a full trip in a few clicks.

What you will do

• Lead and manage the Customer Service organization (20+ representatives across multiple regions and time zones).
• Own customer experience outcomes across all stages: pre-trip, on-trip, and post-trip.
• Drive onboarding and continuous training programs with measurable knowledge validation and performance tracking.
• Maintain strong cross-functional alignment with Operations to ensure smooth resolution of supplier and fulfillment issues.
• Own decision-making in sensitive, high-cost customer cases, demonstrating strong commercial judgment and discretion.
• Monitor and improve key service metrics (CSAT, response times, cost per case, resolution quality), while ensuring they reflect true operational health.

Requirements

• 6+ years of experience in Customer Service leadership in a B2C environment (mandatory).
• Proven experience managing multi-layer teams (including team leads and global coverage).
• Hands-on experience implementing and scaling Customer Service infrastructure, including CRM systems, ticketing platforms, workflows, automation, and reporting tools.
• Hands-on experience with leading Customer Service platforms such as HubSpot, Intercom, and Front - including ownership of implementation, optimization, and cross-functional integration.
• Strong communication skills - direct, clear, and aligned with leadership standards.
• Fluent English (native-level). Additional languages are a plus.

Nice to have

• Background in travel-tech, marketplaces, or operationally complex consumer products.
• Experience supporting global customers in real-time, high-stakes environments.
• Ski industry familiarity or passion for winter travel - always a plus.