About the Role
Oversee the end-to-end customer experience by managing service operations, shaping engagement strategy, and ensuring consistent brand representation. This role will drive continuous improvement in support systems, team development, and customer retention initiatives.
Responsibilities
- Direct the strategy and execution of customer service and engagement programs
- Build and lead a customer support team focused on responsiveness and resolution quality
- Develop workflows that improve efficiency and scalability of service operations
- Collaborate with product and marketing teams to align customer insights with business goals
- Monitor customer satisfaction metrics and implement data-driven improvements
- Establish training programs to ensure consistent service standards
- Oversee customer communication across email, chat, and social platforms
- Identify recurring customer issues and work cross-functionally to resolve root causes
- Lead customer retention and loyalty initiatives
- Manage relationships with third-party support vendors when applicable
- Ensure compliance with data privacy and customer protection regulations
- Develop reporting dashboards for customer service KPIs
- Drive a culture of empathy, accountability, and continuous learning within the team
- Represent the customer perspective in executive discussions
- Evaluate new technologies to enhance support capabilities
- Launch proactive engagement campaigns to strengthen customer relationships
- Handle escalated customer concerns with a resolution-oriented approach
- Optimize self-service resources including help centers and FAQs
- Gather and analyze customer feedback to inform product and service enhancements
- Support brand reputation management through timely and accurate responses
- Coordinate with supply chain and logistics teams to address delivery issues
- Ensure brand voice consistency across all customer interactions
- Manage budget and resource planning for the customer service department
- Implement performance evaluation systems for support staff
- Foster innovation in customer experience while maintaining operational excellence
Compensation
Competitive salary and equity package
Work Arrangement
Hybrid
Team
Customer-facing leadership role within a direct-to-consumer brand focused on premium kitchen products
About the Team
This role joins a lean, mission-driven team focused on redefining how customers interact with a modern kitchenware brand. The customer service and engagement function operates at the intersection of product, brand, and user experience, with direct influence on long-term loyalty.
What We Value
We prioritize empathy, clarity, and action. Candidates who listen deeply, communicate honestly, and drive measurable improvements are the best fit. We value leaders who empower teams, challenge assumptions, and put customers at the center of every decision.
Available
