Head of Customer Service

Summary

Join GearLaunch as the Head of Customer Service and lead the team in providing world-class support to our users. You will oversee the entire customer service function, develop and implement support processes, and lead and mentor a team of customer service professionals. This crucial role requires building and optimizing processes, driving performance, and making high-impact decisions while maintaining a customer-first approach. The position is 100% remote, based in the Philippines, and offers a competitive salary and benefits package. Experience in e-commerce and leading a customer service team is essential. If you have experience pioneering a CS team, this role is perfect for you.

Requirements

• At least 1 year of experience in the e-commerce industry
• At least 3 years in a managerial role leading a Customer Service team
• Experience in a pioneering role—able to build and optimize processes from the ground up
• Strong leadership skills with the ability to inspire and develop a team
• High emotional intelligence (EQ) and excellent interpersonal skills
• Exceptional problem-solving abilities and a data-driven mindset
• Native or near-native English fluency

Responsibilities

• 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

Preferred Qualifications

Proficiency in customer service tools

Benefits

• Competitive annual salary in USD based on experience
• The opportunity to lead and shape the future of customer support at GearLaunch
• A fast-paced, collaborative environment with a talented and driven team
• This is a 100% remote position, based in the Philippines
• Work hours align with US Mountain Daylight Time (MDT)