Misen is hiring a strategic, hands-on Head of Customer Service and Engagement to lead and evolve our customer experience function. This pivotal role owns the entire customer service ecosystem, from day-to-day support operations to long-term engagement strategy, inheriting a high-performing team and building infrastructure to scale.

What You'll Do

Manage and mentor the existing customer service team while hiring, onboarding, and coaching new talent.
Build operational infrastructure, workflows, and reporting to support 3x+ growth over the next few years.
Set quarterly OKRs for the team and ensure consistent execution and performance.
Leverage customer service platforms to automate at least 50% of support volume.
Identify and implement tools, macros, and workflows that improve speed, accuracy, and quality of service.
Collect and analyze support data, CSAT/NPS scores, and feedback to inform product, CX, and business strategy.
Develop revenue-driving service initiatives such as upsell flows, reorder programs, and segmentation-based outreach.
Partner with Product to deliver customer insights, monitor sentiment, and inform roadmap prioritization.
Partner with Marketing on outbound messaging, product launches, and educational content.
Support B2B partnerships by building white-glove support systems for professional or corporate clients.
Identify, cultivate, and manage strategic partnerships that drive revenue, expand distribution, or enhance customer experience.
Negotiate agreements and contracts, set partnership performance goals, and track growth metrics.
Jump into the queue and solve problems when needed, especially during high-volume periods.
Write help center content, QA automations, or respond to escalated tickets, leading by example.

What We're Looking For

10+ years of experience in customer service roles, with at least 5+ years leading teams.
Direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar).
Proven ability to scale a CX team through rapid growth (e.g., $20M to $100M revenue).
Strong track record implementing automation and AI tools that reduce manual work.
Comfortable owning support platforms and configuring workflows, tagging, macros, etc.
Data-driven with strong instincts for balancing CSAT, efficiency, and revenue opportunities.
Experience setting and achieving measurable performance goals (SLAs, response times, NPS, etc.).
Collaborative mindset with experience working cross-functionally with marketing and product.
Leads with empathy—with a deep commitment to ensuring every customer feels heard, respected, and satisfied.
Hands-on mentality; willing to be in the weeds when needed.
Excellent written and verbal communication skills.

Nice to Have

Experience supporting B2B or professional customer cohorts, partnerships.
Experience with Shopify, Gorgias, Loop Returns, or similar CX stack.
Exposure to product lifecycle management or working with product/UX research.
Familiarity with CX operations across multiple channels (email, SMS, chat, social, etc.).