Head of Customer Support – eCom

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RZ HR Studio

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2024

🎯 Recruiter

👥 HR Tech

Recruitment • HR Tech

RZ HR Studio is a talent network and hiring platform focused on connecting candidates with remote-first startups and growing companies. The site markets curated, ongoing opportunities where a single profile can be matched to multiple roles across client companies; if selected, hires contract directly with the client (not an agency) and candidates are not charged fees. The platform emphasizes remote-first careers, curated matching, increased visibility to hiring companies, and lists fully remote roles across functions like e-commerce, design, operations, and marketing.

📋 Description

• Own the entire customer support function across all customer touchpoints. • Build scalable support operations capable of supporting rapid business growth. • Continuously improve customer experience while balancing efficiency and profitability. • Personally step into the queue when escalation or complexity requires it. • Design and document support SOPs from scratch. • Build macros, knowledge bases, escalation paths, QA processes, and internal playbooks. • Continuously optimize workflows as the business scales • Ensure new team members can ramp quickly through standardized processes. • Own the implementation and continuous improvement of AI within the support operation. • Leverage AI for ticket triage, response drafting, categorization, routing, and workflow automation. • Identify which customer interactions should remain human-led. • Continuously identify repetitive processes that can be automated without sacrificing customer experience. • Recruit, onboard, coach, and develop a high-performing global support team. • Establish clear weekly KPIs and accountability across the department. • Build a performance-driven culture centered around quality, speed, ownership, and customer outcomes. • Improve overall customer satisfaction across every interaction. • Own the company's Trustpilot strategy and execution. • Build review generation workflows and negative-review interception processes. • Develop response protocols that strengthen customer trust and brand reputation. • Reduce unnecessary refunds through effective save strategies. • Improve refund avoidance without compromising customer trust. • Build systems to reduce chargebacks and payment disputes. • Continuously optimize customer retention through exceptional service experiences. • Identify recurring customer issues and communicate actionable insights across the business. • Surface product quality concerns, fulfillment issues, operational bottlenecks, and customer friction before they become larger problems. • Partner with Operations, Product, Marketing, and Leadership to improve the overall customer journey. • Own weekly departmental reporting and KPI reviews. • Monitor key customer support metrics including ticket volume, response times, CSAT, Trustpilot performance, ticket-per-order ratio, save rate, refund rate, chargeback rate, SLA performance, and operational trends. • Use data to drive continuous improvements across people, systems, and processes.

🎯 Requirements

• Experience leading Customer Support or Customer Experience for a high-volume DTC or eCom business doing $3M+/month • Proven experience building customer support systems, SOPs, QA processes, macros, and workflows from the ground up rather than inheriting an existing function. • Demonstrated success improving customer satisfaction, CSAT, Trustpilot, review scores, or similar customer experience metrics. • Strong understanding of customer support economics, including refund avoidance, save rate, chargeback prevention, customer retention, and operational efficiency. • Experience leveraging AI tools and automation to improve customer support operations. • Ability to identify operational patterns and proactively solve root-cause issues across multiple departments. • Highly analytical with exceptional attention to detail and strong data-driven decision making. • Comfortable operating in a fast-paced, high-growth environment with minimal oversight. • Excellent written communication, leadership, and cross-functional collaboration skills. • Willing to remain hands-on with customer escalations while building scalable systems for long-term growth.

🏖️ Benefits

• Flexible work arrangements