Head of Customer Support

THE ROLE

We're looking for a Head of Customer Support who sees support as more than answering emails or calls.

For us, customer support sits right at the center of customer experience, marketing insight, and sales growth.

This isn't a managing-from-a-distance role. You'll lead and build. You'll spot the gaps, design the fix, and implement it yourself - fast. We're looking for someone who moves, figures things out, and ships without waiting for permission.

You'll own every customer interaction our team has and turn those conversations into insights, improvements, and revenue.

You'll help us understand our customers better, organize their feedback into clear data for marketing, and build a support team that knows how to help and sell.

If you enjoy:

• building and leading strong teams
  
• genuinely care for customers
  
• implementing AI solutions to work faster and smarter
  
• turning data into useful, actionable insights
  
• helping customers while spotting sales opportunities
  
• improving systems and workflows before problems appear
  

…this role will feel like home 👀

🚀 WHAT YOU’LL BE DOING

🧑‍🤝‍🧑 Team Leadership

• Lead and mentor the customer support team.
  
• Set clear standards for quality, speed, and customer care.
  
• Train the team to solve problems while recognizing opportunities to recommend products.
  
• Build a culture where helping customers and driving sales go hand in hand.
  

📊 Performance & KPIs

• Own key metrics like response time, satisfaction score, and sales conversion.
  
• Track performance and push the team toward clear goals.
  
• Turn data from customer conversations into improvements across the department.
  

💬 Customer Experience

• Keep communication consistent across email, calls, chat, and social media.
  
• Protect and strengthen our brand voice in every reply.
  
• Ensure every interaction feels smooth, helpful, and human.
  

🔎 Customer Insights for Marketing

• Turn questions, complaints, and patterns into structured insights for marketing.
  
• Share clear reports with marketing and product teams to improve campaigns and messaging.
  
• Help us understand what customers want, what confuses them, and what helps them buy.
  

🤖 AI & Smarter Support

• Work with external AI companies to automate responses with AI.
  
• Use automation, AI assistants, and smart workflows to reduce manual work.
  
• Identify areas where AI improves response quality, data analysis, or reporting.
  

💰 Sales Through Support

• Treat support conversations as an opportunity to guide customers toward the right products.
  
• Help the team recommend products when relevant.
  
• Work with marketing to align messaging between support and campaigns.

🧩 WHAT YOU BRING

You’re probably someone who:

• Proven e-commerce experience.
  
• Has 2+ years leading a customer support or sales team.
  
• Takes a proactive approach to problems and improvement.
  
• Understands how customer support connects with marketing and revenue.
  
• Feels comfortable working with KPIs and performance metrics.
  
• Enjoys organizing information and turning raw feedback into structured insights.
  
• Communicates clearly and protects brand voice.
  

Has a high interest in AI tools and workflow improvements.

Analytical thinking helps a lot here - spotting patterns, understanding behavior, and improving the experience step by step.

THIS IS NOT FOR YOU IF…

• You haven’t managed a team bigger than 5 people
  
• You see support as a cost center, not a growth driver.
  
• E-commerce is a new territory you're hoping to learn on the job.
  
• Your idea of moving fast is a three-month implementation plan for one update.
  
• ChatGPT for email drafts is the beginning and end of your AI toolkit.
  
• You do your best work when someone hands you a clear brief and a full team to execute it.