Head of Customer Support – eCom

RZ HR Studio

Head of Customer Support leading a high-growth eCom support team and developing systems for efficient customer experience. Building scalable operations and improving customer retention.

Posted 7/30/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and optimizing customer support operations, leveraging AI and automation to enhance efficiency and customer satisfaction. Proven ability to lead high-performing teams, develop scalable systems, and drive continuous improvement through data analysis and cross-functional collaboration.

Highest-signal resume keywords

Customer Support LeadershipAI Tools and AutomationSOP DevelopmentCustomer Satisfaction ImprovementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support SystemsSOPsQA ProcessesWorkflowsRefund AvoidanceSave RateChargeback PreventionOperational EfficiencyCustomer RetentionTicket Triage

Soft Skills

LeadershipCross-Functional CollaborationWritten CommunicationAnalytical ThinkingAttention to Detail

Tools & Technologies

AI for Ticket TriageWorkflow AutomationKnowledge BasesMacrosPerformance Metrics Monitoring

Industry Keywords

DTCECommerceCustomer Experience MetricsCSATTrustpilot

About the role

Key responsibilities & impact

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.
Design and manage incentive programs that reward measurable business impact.
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

What you’ll need

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

Comp & perks

Flexible work arrangements
professional development opportunities