Brand Bolt

Customer Support

• Own all customer service operations across brands (in-house and/or outsourced)
• Set KPIs for CSAT/NPS, First response time, Resolution time, Refund & chargeback rates
• Own and improve repeat purchase rate, Subscription retention & churn, Blended LTV
• Own all post-purchase flows, including Order confirmation & education, Onboarding and product usage education
• Build dashboards and reporting around retention metrics

Head of Retention – Customer Experience