Head of Customer Service, North America - Remote

Overview

As Head of Customer Service, North America, you will lead a cross-functional support team, ensuring high-quality care for merchants while driving performance and operational efficiencies.

In Short

• Lead a cross-functional customer support team.
• Coach team members to achieve performance targets.
• Provide hands-on leadership during high-volume periods.
• Collaborate with APAC leadership for global support.
• Drive operational clarity and performance metrics.
• Promote the use of AI technologies in customer service.
• Ensure high-quality support for Plus (Enterprise) merchants.
• Foster a culture of knowledge sharing and continuous learning.
• Encourage non-linear growth for individual contributors.
• Support a collaborative and empathetic work environment.

Requirements

• 5+ years of experience in customer support leadership.
• Familiarity with SaaS and ecommerce environments.
• Strong communication and coaching skills.
• Experience working across regions and time zones.
• Operational strength and ability to drive consistency.
• Knowledge of tools like Shopify and Intercom.
• Ability to leverage AI for efficiency in customer service.
• Experience in account management is a plus.
• Passion for delivering high-quality support.
• Commitment to team growth and development.

Benefits

• Fully remote work environment.
• Collaborative and supportive team culture.
• Opportunities for professional growth and development.
• Flexible working hours within core EST time.
• Focus on innovation and technological advancement in customer service.