Head of Customer Service

We’re hiring on behalf of our client – a fast-growing international e-commerce company that sells physical products directly to consumers. They're looking for a passionate, confident, and experienced Head of Customer Service to lead their support team and deliver amazing customer experiences.

This is a long-term, full-time remote role with a company that truly values its people. If you’re a natural leader with deep experience in customer service, this could be the perfect fit for you!

What You’ll Do:

- Lead and motivate a remote customer service team
- Jump in to handle tickets when needed (email, live chat, phone)
- Train teaUpgrade to see actual infombers and ensure smooth processes
- Use Freshdesk to manage and optimize the customer support system
- Help set up and maintain chatbots and automations via Freshdesk
- Work closely with leadership to improve customer satisfaction and retention

Who We’re Looking For:

- You’ve led a customer service team recently in a company that sells physical products online (not software, services, or B2B)
- You have hands-on experience with Freshdesk — not just using it, but also setting up workflows, automation, and chatbots
- You’re an extrovert by nature – confident, outgoing, and great at building team spirit
- You’re not afraid to roll up your sleeves and help with tickets when needed
- You have excellent English communication skills (written and spoken)
- You’re tech-savvy, organized, and solution-oriented

Requirements:

- At least 5 years in customer service, with 3+ years using Freshdesk
- Experience working with international teams or companies
- At least 3 of the last 5 years spent in D2C ecommerce for physical products

If this sounds like you and you're ready to lead an energetic and fast-paced customer service team, we’d love to hear from you! Email your resume, cover letter and video recording to Upgrade to see actual info