Head of Customer Service
hace 19 días
New York
Job Description As Jacob's Head of Customer Service, your mission is to build and lead a world-class support organization that delivers fast, empathetic, and memorable customer experiences, turning every touchpoint into a chance to deepen trust, loyalty, and brand love. At Jacob, our customers are everything. We’re a premium, digital-first health brand obsessed with quality, from our ingredients to our email replies. This a foundational leadership role that ensures we meet our high standards at every interaction. While your actual responsibilities will be vast, and rapidly evolving as our business does, here is a high-level outline of your responsibilities: • Own the customer experience: Lead all support functions across email, chat, DMs, Amazon, and reviews, ensuring SLAs, tone, and outcomes reflect Jacob’s brand and values., • Build the team: Hire, train, and manage a team of high-performing support reps who are empathetic, fast, and aligned with our mission., • Design the system: Create scalable SOPs, macros, and workflows that allow the team to move quickly, consistently, and intelligently as we scale., • Track performance: Own and improve KPIs such as first response time, resolution time, CSAT, refund rate, and escalation volume., • Be the customer’s voice: Surface insights and feedback from support channels to guide product, operations, and content decisions., • Lead retention conversations: Equip your team to resolve issues, win back unhappy customers, and drive LTV through personalized recovery., • Collaborate cross-functionally: Partner with Ops, Growth, and Brand to proactively address issues (like delays, melt, or confusion) before they escalate., • 7+ years of experience in supply chain or operations at a CPG company, with at least 2 years in a leadership or ownership role. (we are looking for someone who has previously done this in a similar/adjacent category), • At least 2 years of experience managing a high-performing support team., • Familiarity with modern support tools (e.g., Richpanel, Front, Amazon Seller Central, Meta Inbox etc.)., • Exceptional writing and communication skills (empathetic, clear, and human)., • Experience with macros, SOPs, workflows, tags, and systems that scale., • Data-driven mindset with comfort reporting on KPIs and improving processes., • A customer-first orientation: you obsess over making things right and going above and beyond., • Set ambitious goals and consistently beat them., • You have a habit of winning. You are competitive., • Default to action. Get things done quickly., • Energized by fast, unstructured environments with full freedom to build., • Operate with accountability (you don’t wait to be told)., • Think in systems, highly organized (even in chaos), and detail-oriented., • Obsess over clarity (of goals, data, and communication)., • Take action quickly, learn fast, and iterate without ego., • Speak directly, receive feedback openly, and pursue truth over politics (no right or wrong, only what's best for the business)., • Love the grind of building something meaningful and category-defining., • Full-time, in-office position (5 days per week) based in New York City., • Cash compensation: $135,00 - 205,000., • Company equity opportunity.