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.
- Demonstrated track record owning revenue, retention, save, and win-back metrics inside a CS/CX function — with comfort personally taking inbound sales and retention conversations to understand the gaps.
- Strong omnichannel support background.
- Hands-on experience implementing CS systems and platforms with complex workflows in eCommerce environments — including AI, multilingual prompt design for inbound calls, and integrating CS into a Mobile App alongside Marketing/Retention.
- Direct experience leading large international/offshore teams (Philippines preferred but not required) — well-acquainted with offshoring, cross-cultural management, and BPO governance.
- Demonstrated history of lifting Trustpilot, BBB, or comparable public review/reputation scores by introducing new processes — not just operating what already exists.
- Exceptional cross-functional communication and executive presence.
Work Arrangement
Hybrid
Team
Structure: globally distributed CS organization
Additional Information
- Paid maternity/paternity leave
- Hybrid work set-up
