Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog
Lead, coach, and manage remote customer support agents
Build SOPs, QA systems, macros, workflows, and knowledge bases
Improve automation, AI chatbot flows, self-service systems, and support efficiency
Reduce refunds, chargebacks, and repetitive customer complaints
Deliver actionable customer insights and weekly CX reports to leadership
Collaborate with operations, marketing, and product teams to improve customer experience

5+ years of experience in customer support, CX, or customer operations
Experience managing remote support teams
Strong DTC/eCommerce background
Experience with Shopify and support platforms such as Gorgias, Zendesk, or Intercom
Strong understanding of KPIs, SOPs, QA systems, refunds, chargebacks, and shipping-related issues
Excellent written English and strong operational mindset

Head of Customer Support

Key skills