Head of Customer Service & Engagement

We’re looking for a strategic, hands-on Head of Customer Service & Engagement to lead and evolve our customer experience function. You must have direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar), to be considered for this role. This is a pivotal role that will own the entire customer service ecosystem, from day-to-day support operations to long-term engagement strategy. You’ll inherit a high-performing team and be responsible for building the infrastructure, automation, and processes to scale our customer support and engagement experience.

Our behavior demonstrates our customer focus:

• We listen to our customers and iterate products based on their feedback, in some cases less than 30 days after launch
• We maintain 7 day messaging coverage despite our small team. Customers who speak with our CS team in fact spend 20% more!
• We reply to every comment on social media sponsored or not.

Unlike most companies, we are not hiring for this role to start nor fix a customer issue, but to help us refine and scale it.

The ideal candidate is a player-coach who thrives in fast-paced eCommerce environments, is deeply analytical, and passionate about using customer feedback to drive both satisfaction and revenue.