Offer summary

Qualifications:

10+ years of experience leading customer-facing or CX teams in SaaS, ecommerce, or marketplace environments., Strategic thinker with hands-on experience in support operations and customer insights., Clear communicator who thrives in fast-moving, collaborative environments., Data-driven mindset with a focus on improving outcomes..

Key responsabilities:

Lead all customer-facing support and experience teams including Customer Coaching and Support.

Design and own the end-to-end customer interaction strategy.

Oversee customer responses across various channels like social media and community spaces.

Act as an escalation point for critical customer issues and feedback.

Job description

Job Title: Head of Customer Interactions

Location: Remote

Reports to: CEO

Salary: €130,000/ £110,000

About Threecolts

Threecolts is the leading suite of software tools for Amazon and marketplace sellers. From inventory and repricing to profitability analytics, we help ecommerce businesses scale smarter and faster. We’re remote-first, fast-growing, and customer-obsessed.

The Role

We’re hiring a Head of Customer Interactions to lead all customer-facing touchpoints at Threecolts — including support, success, feedback loops, and community engagement. You’ll be the voice of the customer internally and the face of the brand externally.

This role is all about ensuring every interaction with a customer — whether it’s via support tickets, feedback forms, social media, or community spaces — is high-quality, fast, helpful, and human.

You’ll lead a cross-functional team covering Support, Customer Coaching, Social Response, and Community. You’ll work closely with Product, Marketing, and Operations to make sure customers feel heard, helped, and happy.

Responsibilities:

Lead all customer-facing support and experience teams (Customer Coaching, Support, Social/Community)

Design and own the end-to-end customer interaction strategy — proactive and reactive

Oversee customer responses across channels (Social media, Facebook groups, etc.)

Work closely with Product and Marketing to feed customer insights back into roadmap, comms, and positioning

Establish and monitor SLAs, CSAT, NPS, and resolution time KPIs — and raise the bar across all

Ensure internal teams have the tools, training, and knowledge needed to support users effectively

Act as escalation point for critical customer issues and feedback

Build scalable systems and processes for handling growth without sacrificing customer care

Represent the customer internally — always pushing for a better, faster, more delightful experience

Requirements:

10+ years experience leading customer-facing or CX teams in SaaS, ecommerce, or marketplace environments

Strategic thinker with hands-on experience in support operations, tooling, and customer insights

Clear communicator who thrives in fast-moving, collaborative environments

Data-driven mindset — understands what to track, and how to use it to improve outcomes

Customer-obsessed — deeply cares about the people we serve and constantly advocates for their needs

Comfortable managing a globally distributed team across time zones

Bonus: Experience supporting Amazon/Walmart sellers or ecommerce platforms

Why this role matters:

Customer trust is one of our most valuable assets. This role exists to protect and grow that trust at scale — by ensuring every customer feels heard, supported, and valued across every touchpoint.

Required profile