RZ HR Studio

Customer Support

• 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.

Head of Customer Support – eCom