Head of Customer Experience - Remote

Overview

We're hiring a proven Customer Experience leader to manage the CX operations for a fast-growing DTC e-commerce brand. In this role, you will take full ownership of CX performance, manage a team of offshore agents, and ensure world-class service is delivered across all customer touchpoints.

In Short

• Take full ownership of the CX team performance.
• Manage offshore agents and seasonal support staff.
• Maintain a 4.5+ weekly CSAT score across various channels.
• Ensure timely review responses within 24 hours on platforms.
• Serve as an escalation point for complex customer issues.
• Oversee product returns and provide monthly insights.
• Monitor fraud and chargebacks, improving internal processes.
• Track engraving operations and monitor SLA compliance.
• Audit shipping costs and collaborate with Ops.
• Work full U.S. hours (LATAM-based candidates preferred).

Requirements

• 3-5 years of freelancing experience.
• Strong written and verbal English communication skills (C1/C2 level).
• 3-5+ years of CX leadership experience in DTC e-commerce.
• Proven track record of improving CX support metrics.
• Experience managing offshore or remote teams.
• Strong analytical and organizational skills.
• Fluent English communication, both written and verbal.
• Ability to work full U.S. hours.

Benefits

• Opportunity to lead a growing team in a dynamic environment.
• Engagement with a stable and responsible business.
• Work in a fully remote setting.
• Competitive contractor fee.
• Access to global talent and team-building experiences.