Head of Customer Experience

What to Expect

We’re a fast-growing ecommerce company dedicated to creating exceptional online shopping experiences. Our mission is to make every customer interaction effortless, enjoyable, and memorable — from the first click to the final delivery. As we continue to scale, we’re looking for a Head of Customer Experience to lead the systems, processes, and people behind our customer support and satisfaction. This is a high-impact role for someone who thrives on building efficient operations, empowering teams, and elevating the customer journey end-to-end.

What You’ll Do

• Oversee customer support operations across email, chat, and social channels to ensure timely, high-quality responses and resolutions.
• Identify workflow inefficiencies, implement automation and SOPs, and drive continuous improvement in response times and satisfaction metrics.
• Lead, coach, and develop a growing team of customer experience specialists, setting clear goals and KPIs.
• Analyze customer feedback and support data to identify trends, pain points, and opportunities for improvement.
• Manage and optimize customer support platforms such as Zendesk, Gorgias, or Freshdesk, including CRM integrations.
• Collaborate cross-functionally with operations, fulfillment, and product teams to resolve systemic issues affecting the customer experience.
• Track and report on key metrics such as CSAT, NPS, and resolution time; present actionable insights to leadership.
• Develop and maintain customer service policies, knowledge bases, and training materials to ensure consistent, high-quality service.

What You’ll Bring

• 3–5 years of experience in Customer Experience, or Customer Support Operations, preferably in a DTC or retail environment.
• Proven experience managing or leading a customer support team.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Hands-on experience with CRM or helpdesk platforms such as Gorgias, Zendesk, or Freshdesk.
• Excellent communication, leadership, and organizational abilities.
• Passion for improving systems, scaling teams, and delivering outstanding customer experiences.

Compensation and Benefits

• Competitive salary
• HMO Plans
• Dental and Vision Plans
• 401(k) with employer match
• Sick and Vacation Time, and Paid Holidays
• Employee discounts and perks