Offer summary

Qualifications:

Proven experience in scaling customer support teams and improving KPIs., Expertise in AI-powered tools and global logistics management., Strong leadership, communication, and problem-solving skills., Familiarity with platforms like Zendesk or Freshdesk, with logistics tools being a plus..

Key responsabilities:

Manage a distributed support team and improve key performance metrics such as response time and CSAT.

Ensure timely global shipping and collaborate with supply chain teams to streamline operations.

Scale the team to 30-50 members and oversee scheduling, training, and development initiatives.

Develop systems to monitor team performance and enhance the overall customer journey.

Job description

Head of Customer Support

We are seeking a dynamic Head of Customer Support to lead our global support and logistics teams. This role is pivotal in optimizing customer service operations, enhancing satisfaction, and ensuring scalable growth through efficient systems and strong leadership. Experience in B2C environments and fast-paced startups is highly preferred.

Key Responsibilities

Customer Support: Manage a distributed support team, improve key performance metrics (e.g., response time, CSAT), and implement AI-driven tools to enhance efficiency and customer experience.

Logistics Oversight: Ensure timely global shipping and collaborate with supply chain teams to streamline operations.

Team Leadership: Scale the team to 30-50 members, oversee scheduling, and drive training and development initiatives.

Process Optimization: Develop systems to monitor team performance, address challenges, and elevate the overall customer journey.

Requirements

Proven experience scaling customer support teams while improving KPIs.

Expertise in AI-powered tools and global logistics management.

Strong leadership, communication, and problem-solving skills.

Proficiency with platforms like Zendesk or Freshdesk; experience with logistics tools is a plus.

Prior experience in B2C businesses and startup environments is highly preferred.

This is an exciting opportunity to shape and scale a high-impact customer support function in a growing company.

Required profile