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.