Head of Customer Service (all genders)

About this role

Responsibilities

• We are looking for an experienced, high-impact Head of Customer Service to lead, transform, and scale our customer service organization. In this position, you will be responsible for defining operational excellence, elevating the overall customer experience, and building a true customer first culture across our teams. You will bridge day-to-day operational execution with strategic planning - owning team development, process optimization, workforce scheduling, and key performance metrics.
• This is a senior leadership role designed for an operational heavyweight who thrives in fast-paced e-commerce environments and is ready to take full strategic and organizational ownership of our service operations.
• Team & Personnel Leadership: Provide direct disciplinary, operational, and technical leadership across the customer service department, establishing a positive, high-performing culture and inspiring high employee engagement.
• Customer-Centric Transformation: Drive a meticulous, company-wide customer first philosophy, transforming customer service into a key driver of brand loyalty and customer satisfaction.
• Performance & KPI Management: Own qualitative and quantitative team metrics (CSAT, SLA targets, First Contact Resolution, AHT), ensuring smooth operations and high quality, even during seasonal peaks.
• Process, Quality & AI Optimization: Audit and continuously improve service processes, structures, and modern ticketing tools. Implement AI and automation responsibly, with a sharp focus on balancing efficiency with customer happiness.
• People Development: Conduct reg