Head of Customer Service and Engagement - Remote

Overview

At Misen, we’re on a mission to make cooking more enjoyable, accessible, and rewarding for everyone. We create thoughtfully designed kitchen tools, from knives to cookware, that combine premium quality with honest pricing. As we grow, we’re building the next generation of customer experience experts to better serve our passionate community of home cooks and chefs.

In Short

• Lead and evolve the customer experience function at Misen.
• Must have direct experience in eCommerce or DTC, selling physical goods.
• Own the entire customer service ecosystem, from operations to engagement strategy.
• Manage and mentor the customer service team and hire new talent.
• Build operational infrastructure to support growth.
• Leverage customer service platforms to automate support volume.
• Analyze support data to inform business strategy.
• Collaborate with product and marketing teams.
• Drive revenue through customer-centric initiatives.
• Hands-on execution during high-volume periods.

Requirements

• 10+ years of experience in customer service roles, with at least 5+ years leading teams.
• Direct experience in eCommerce or DTC, selling physical goods.
• Proven ability to scale a CX team.
• Strong track record implementing automation and AI tools.
• Data-driven with strong instincts for balancing CSAT and revenue.
• Collaborative mindset with experience working cross-functionally.
• Excellent written and verbal communication skills.

Benefits

• Competitive compensation + performance bonus.
• Full medical, dental, and vision insurance.
• Unlimited PTO and flexible working hours.
• Remote-first team.