Full-time hours 8am to 4.30pm US EST Monday to Friday We’re hiring a hands-on, data-driven leader to own and scale our customer support function. This role is ideal for someone who has led in-house CS teams at a product-based company and has successfully implemented AI tools (chatbots, automation, AI-assisted support) to improve efficiency and CX. You’ll bring structure, accountability, and performance rigor transforming support into a high-performing, metrics-driven operation. What You’ll Do
Own CS operations, KPIs, and reporting Monitor calls/tickets daily to ensure quality and closure Build SOPs and scalable workflows Coach team to improve performance and autonomy Identify gaps and drive process improvements Implement and optimize AI tools to increase efficiency and reduce volume What We’re Looking For
5+ years leading in-house customer support teams Experience in a product-based/DTC Ecommerce company Proven track record implementing AI in CS (chatbots, automation, etc.) Strong analytical and process-building mindset
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