Job Description

Job Title: Head of Customer Service
Location: Remote 
Work Hours: Thu to Mon 9am-5pm PST (US hours)
Type: Full-Time

About Us:
We are a rapidly growing e-commerce company revolutionizing the funeral and memorial industry by offering premium products and exceptional service at a fraction of traditional costs. Our mission is to empower customers with transparency and a compassionate experience during one of life’s most challenging moments.

Position Overview:
We are seeking a strategic and empathetic Head of Customer Service to lead and scale our customer support operations. The ideal candidate will have a proven track record of building and managing high-performing support teams, with a customer-first mindset and the ability to balance operational efficiency with personalized care.

Responsibilities:

• Customer Experience Strategy: Design and implement strategies to deliver exceptional customer experiences, ensuring satisfaction and loyalty at every touchpoint.
• Process Optimization: Develop and refine processes, workflows, and tools to improve response times, resolution rates, and overall efficiency.
• Metrics & Reporting: Track, analyze, and report on key customer service metrics (e.g., CSAT, NPS, resolution time) to inform decision-making and drive improvements.
• Cross-Functional Collaboration: Work closely with sales, marketing, operations, and product teams to align customer service initiatives with broader business goals.
• Crisis Management: Handle escalations and sensitive customer interactions with professionalism and empathy, ensuring timely and satisfactory resolutions.
• Technology & Tools: Evaluate and implement customer service software and tools to streamline operations and enhance the team’s effectiveness.

Qualifications:

• Experience: 7+ years in customer service, with 3+ years in a leadership role managing teams of 10+ members. E-commerce or telecommunications experience is highly preferred.
• Customer-Centric: Deep understanding of customer behavior, with the ability to create strategies that balance empathy with efficiency.
• Analytical: Strong data analysis skills, with the ability to interpret metrics and drive actionable insights.
• Tech-Savvy: Familiarity with customer support platforms (e.g., Zendesk, Gorgias, or similar) and CRM systems.
• Leadership: Proven ability to lead, motivate, and inspire teams in a fast-paced, remote environment.
• Communication: Excellent verbal and written communication skills, with the ability to navigate sensitive conversations effectively.
• Problem-Solving: A proactive approach to identifying challenges and implementing innovative solutions.

What We Offer:

• Competitive salary and performance-based incentives.
• Fully remote work environment with flexible hours.
• Paid time off and holidays.
• Opportunity to make a meaningful impact in a mission-driven company.

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