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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.
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Marcus Rivera
Chief Revenue Officer
Fastmail
UNIT4
Fever
Clerri
Ostrom
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