Head of Customer Support
Permanent Employee, Full-time, On-Site (Los Angeles, CA), PST Shift
Salary: $8,000 to $10,000 per month
Job Summary:
We are seeking a strategic and experienced Head of Customer Support to lead and scale our customer service operations at a rapidly growing, billion-dollar e-commerce brand. This role will oversee a team of 20+ support professionals and drive initiatives that elevate the customer experience, improve operational efficiency, and align support functions with overall business objectives. The ideal candidate is a proactive leader with deep e-commerce experience and a data-driven, customer-first mindset.
Responsibilities:
Lead, manage, and mentor a team of 20+ customer support specialists, fostering a high-performance and customer-centric culture.
Develop and execute scalable strategies to enhance customer satisfaction and streamline operations.
Define and monitor KPIs to evaluate team performance and customer service quality; report regularly to senior leadership.
Implement continuous improvement initiatives based on customer feedback, performance data, and industry best practices.
Collaborate with cross-functional teams—marketing, sales, product, and operations—to advocate for customer needs and inform product and service enhancements.
Resolve escalated customer issues with professionalism and efficiency, ensuring exceptional outcomes.
Requirements:
5–7+ years of customer support leadership experience, preferably within an e-commerce or DTC environment.
Proven success managing large teams and developing talent at all levels.
Strong communication and interpersonal skills; ability to build cross-departmental relationships.
Proactive problem-solver with excellent analytical and critical thinking abilities.
Experience using customer support tools such as CRM platforms, ticketing systems, and live chat solutions.
Comfortable operating in a fast-paced, high-growth environment with evolving priorities.