Head of Customer Service (Subscription Ecommerce)

TL;DR

Head of Customer Service (Subscription Ecommerce): Own the customer service function end-to-end for a high-growth DTC supplement brand with an accent on scaling support operations at high volume, managing large remote teams, and driving KPIs like CSAT, Trustpilot rating, response time, and retention. Focus on auditing tickets and processes, hiring/training talent, optimizing SOPs, and collaborating with tech/ops teams to resolve systemic issues.

Location: Comfortable working across multiple time zones and managing remote teams

Company

High-growth health and wellness brand delivering conscious supplement products via Amazon, DTC (Shopify), and TikTok Shop, scaled from 0 to 60+ team members in under 18 months.

What you will do

• Lead and manage CS team of ~40 agents and 5 Team Leads
• Audit performance daily via ticket reviews, SOP updates, and feedback loops
• Hire, onboard, train, and manage agents/Team Leads to maintain high-performance culture
• Build, track, and report key metrics: CSAT, Trustpilot, refund/chargeback rates, response times
• Identify issues in tickets/processes/systems and develop action plans with Team Leads
• Improve retention/satisfaction through coaching, systems, and support experiences
• Provide daily reports to founders and hold Team Leads accountable

Requirements

• Proven experience managing large customer service teams (30+ agents)
• Experience with high-volume DTC eCommerce, especially subscription business
• Strong analytical skills to build/maintain dashboards and reports
• Track record improving KPIs and customer satisfaction
• High attention to detail, process-oriented, clear communicator with accountability
• Comfortable thinking critically, spotting problems, implementing solutions fast
• Comfortable working across multiple time zones and managing remote teams

Culture & Benefits

• Direct access to founders
• Full operational autonomy in CS department
• Performance-based recognition and advancement
• No corporate red tape, focus on results and rewards
• Build and own the future of customer experience