Responsibilities
- Develop and implement a customer support strategy that supports business growth, brand integrity, and customer satisfaction.
- Create adaptable operating models, workflows, and governance structures for both internal and external support teams.
- Maintain consistent, high-quality service delivery across all customer interaction points.
- Collaborate with Product, Marketing, Operations, and Sales to ensure support teams are prepared for new product launches with proper training, resources, and escalation protocols.
- Convert strategic business goals into scalable processes, support documentation, and performance benchmarks.
- Design and deploy AI-driven, automation-first support solutions including chatbots, macros, self-service tools, and deflection initiatives.
- Assess, introduce, and refine customer service platforms and tools such as CRM, helpdesk systems, quality assurance, workforce management, and analytics.
- Improve operational efficiency, reduce costs, and decrease response times using intelligent automation and technology.
- Monitor and apply emerging trends in customer experience, AI, and support practices within health, beauty, and eCommerce sectors.
- Define, manage, and report on key performance indicators, scorecards, and dashboards including CSAT, NPS, AHT, FCR, QA scores, conversion impact, and cost per contact.
- Develop a scalable quality assurance framework in collaboration with the Customer Service Manager.
- Leverage data analysis to uncover root causes, detect patterns, and identify opportunities for ongoing service improvements.
- Ensure accurate and timely performance reporting with visibility at the executive level.
- Manage forecasting, capacity planning, and distribution of support across service channels.
- Adjust staffing strategies to meet demand fluctuations from seasonality, promotions, product releases, and company expansion.
- Work with Finance and Operations on budget planning, vendor management, and cost control.
- Represent the customer perspective in decisions related to product launches, promotions, policies, and operations.
- Align customer support objectives with broader organizational goals and company-wide initiatives.
- Serve as the strategic partner to the Customer Service Manager, enabling effective execution through systems and operational design.
- Guide and influence senior support leaders without direct management responsibility.
- Build repeatable, scalable frameworks that enable teams to perform effectively as the company scales.
Work Arrangement
Hybrid
Team
Strategic counterpart to the Customer Service Manager; collaborates closely with Sales, Marketing, Product, Operations, IT, and Finance; does not directly oversee frontline staff.
Other
- Flexible schedule - Hybrid
- Unlimited PTO
- Healthcare (medical, dental & vision) fully covered
- Gym membership credit
- Kindle/Audible credits
- Free iRESTORE Products!
- Paid maternity/paternity leave
- Home Office Stipend (Hybrid work set-up)
