Head of Customer Support(Onsite - Los Angeles)
Job Title: Head of Customer Support
Schedule: M-F, 9-5PM Pacific Time
Salary: based on experience
Location: S Anderson St, Los Angeles, CA 90033
To expedite the process, please complete this assessment upon submitting your application: https://app.testgorilla.com/s/tw8ed59m
We are seeking an experienced Head of Customer Support to lead and scale our customer service operations at a rapidly growing, billion-dollar e-commerce brand. You will be responsible for leading a team of 20+ customer support professionals, ensuring exceptional customer experiences, and continuously improving our support processes. The ideal candidate is a proactive, critical thinker who thrives in dynamic environments and has a proven track record in e-commerce customer support leadership.
Responsibilities:
- Lead, mentor, and manage a team of 20+ customer support specialists, providing guidance, training, and development opportunities.
- Develop and implement strategies to enhance customer satisfaction, streamline support operations, and improve efficiency.
- Establish clear KPIs, monitor team performance, and regularly report on support metrics to senior management.
- Foster a culture of continuous improvement, proactively identifying opportunities to enhance the customer experience.
- Collaborate cross-functionally with marketing, sales, product, and operations teams to advocate for customer needs and improve product/service offerings.
- Handle escalations professionally and efficiently, ensuring resolutions meet or exceed customer expectations.
Requirements:
- 5-7+ years of customer support leadership experience, preferably within the e-commerce industry.
- Proven experience managing a large team, with a demonstrated ability to motivate, train, and develop employees.
- Exceptional communication and interpersonal skills, capable of building strong cross-departmental relationships.
- Proactive and driven mindset, able to anticipate issues and implement solutions swiftly.
- Strong analytical and critical thinking skills, with experience leveraging data to drive decisions and improvements.
- Familiarity with customer support software and tools (CRM, ticketing systems, chat platforms).
- Ability to thrive in a fast-paced, rapidly scaling environment.
Why Join Us:
- Opportunity to lead customer support at a highly successful, rapidly growing billion-dollar brand.
- A dynamic, collaborative, and growth-focused work environment.
- Competitive compensation and benefits package.
- Chance to significantly impact customer experience and business outcomes.
If you are a strategic thinker with a passion for delivering exceptional customer support and leading high-performing teams, we want to hear from you.
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Are you ready to take the reins as the Head of Customer Support at a thriving billion-dollar e-commerce brand in Los Angeles? We're seeking a passionate leader to join our team and guide a dedicated group of over 20 customer support professionals to new heights of excellence. In this dynamic and fast-paced role, you'll be at the forefront of driving customer satisfaction and enhancing support operations. With a Monday to Friday, 9-5 PM Pacific Time schedule, you'll have the opportunity to make a substantial impact on the customer experience. Your responsibilities will include mentoring and managing your team, developing efficient strategies for seamless support, and establishing key performance indicators to track success. A proactive mindset and strong analytical skills will serve you well, as you'll need to leverage data to inform your decisions. Collaboration is key in this role, as you'll work cross-functionally with marketing, sales, and product teams to ensure that customer needs are met and that our service offerings continue to improve. If you have 5-7 years of leadership experience in customer support within the e-commerce sector and are eager to foster a culture of continuous improvement, we would love to hear from you. Join us in creating exceptional customer experiences that set us apart from the competition!
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