Head of Customer Support

We’re hiring a Head of Customer Support to lead and optimize a high-performing customer support organization for a fast-growing consumer brand. This is a senior, hands-on leadership role for someone who has successfully led large-scale support teams within the fashion, apparel, or footwear industry.

This role is responsible for treating customer support as a strategic business function by driving operational excellence, improving key performance metrics, reducing refund rates, leveraging AI and automation, and delivering customer insights that influence product, operations, and marketing decisions.

Key Responsibilities

• Lead and manage a team of 40+ customer support professionals while maintaining high performance and accountability.
• Own and improve key support metrics including First Response Time, Resolution Time, Refund Rate, Chargeback Rate, CSAT, and Cost per Order.
• Develop initiatives that reduce refunds through improved service quality, faster resolutions, and operational improvements.
• Evaluate and expand AI, chatbot, and automation capabilities to improve efficiency while maintaining customer experience.
• Partner closely with Product, Operations, Marketing, and Leadership teams to address root causes of customer issues.
• Transform customer support into a valuable source of customer insights that drive business improvements.

First 30 Days

• Analyze current customer support operations, ticket drivers, and customer behavior.
• Identify operational inefficiencies and deliver a prioritized improvement plan.
• Implement immediate operational improvements.
• Assess current AI and automation capabilities.

30–60 Days

• Reduce refund rates through process improvements and automation.
• Optimize staffing based on AI and chatbot effectiveness.
• Establish structured feedback loops between Support, Product, and Operations.
• Build reporting processes that provide actionable customer insights across the business.

• 5+ years leading customer support teams of 40+ agents
• Experience in fashion, apparel, or footwear
• Expertise managing refund and returns operations
• Strong knowledge of First Response Time, Resolution Time, Refund Rate, Chargeback Rate, CSAT, and Cost per Order
• Experience reducing refund rates through operational improvements
• Large team leadership and performance management
• Cross-functional stakeholder management
• Data-driven decision making
• Profit-center mindset
• Strong people management and accountability

• AI implementation in customer support
• Chatbot deployment
• Support automation
• Cost-per-ticket optimization
• Voice of Customer (VoC) programs
• Customer journey analysis
• Advanced analytics
• Process improvement methodologies

• Zendesk
• Intercom
• Freshdesk
• Gorgias
• Customer support ticketing systems
• AI chatbot platforms
• Customer service automation tools
• Looker
• Tableau
• Power BI
• Google Looker Studio
• Excel
• Google Sheets