About the role
As the Head of Customer Service, you will lead GearLaunch's Customer Service team, ensuring world-class support for our users. This role is crucial in shaping and refining our support operations to meet the demands of a fast-growing e-commerce platform.
You'll be responsible for building and optimizing processes, driving performance, and leading a team that handles inquiries, escalations, and issue resolution. This role requires a leader who is proactive, data-driven, and capable of making high-impact decisions while maintaining a customer-first approach.
And if you have experience pioneering a CS team, this role is for you.
What You'll Do
- Oversee the entire Customer Service function, ensuring a seamless experience for customers.
- Develop, refine, and implement support processes that improve efficiency and customer satisfaction.
- Lead, mentor, and develop a team of customer service professionals, fostering a high-performance culture.
- Set clear KPIs and drive the team to achieve operational excellence.
- Identify gaps and areas for improvement, implementing solutions to enhance service quality.
- Collaborate cross-functionally with product, operations, and marketing teams to provide customer insights.
- Manage escalations and critical customer issues, ensuring timely resolution.
- Stay up to date on e-commerce trends and customer service best practices to continuously improve operations.
About the company
GearLaunch is a Print-on-Demand (POD) company that makes it easy for anyone to create and sell custom products. We handle all the nitty-gritty and let our users take care of the fun part—designing and marketing!
Our platform provides end-to-end e-commerce solutions, giving online retailers the tools to build independent and scalable businesses. GearLaunch empowers sellers by handling production, fulfillment, and customer service, allowing them to focus on growing their brands. Our customers range from regional and specialty outlets to large global brands.
