Head of Customer Service

As the Head of Customer Service at our fast-growing shipping and logistics automation platform, your role will be crucial in optimizing and leading our customer support operations. You will be responsible for ensuring a fast, effective, and high-quality service experience for our sellers across various channels such as chat, email, phone, and others. Your main responsibilities will include managing and scaling a high-performing customer service team, designing efficient ticketing and escalation workflows, and optimizing service workflows through automation tools like AI/chatbots and self-service portals. Your goal will be to deliver a best-in-class support experience, improve customer satisfaction scores, reduce churn rates, and streamline operations while ensuring cost efficiency. Additionally, you will establish structured processes for handling customer escalations, social media interactions, complaints, and refunds/disputes. Monitoring and analyzing support interactions to ensure prompt and empathetic customer service will be a key aspect of your role. Collaborating with other teams such as Logistics Operations and Product Teams to identify and resolve recurring customer pain points will also be part of your responsibilities. You should bring to the table at least 12+ years of experience leading customer service/support teams, preferably in SaaS, logistics tech, or digital-first businesses. Your expertise in customer support operations, workforce management, and SLA optimization will be essential. Experience in utilizing ticketing systems, chatbots, IVR, and CRM tools such as Zendesk, Freshdesk, and Salesforce will be beneficial for this role. Furthermore, your data-driven approach, problem-solving skills, and ability to handle crisis situations effectively will be critical. Strong people management skills to build and lead a large customer service team, along with a customer-first mindset, will also be required. Joining us will provide you with the opportunity to lead a mission-critical function in a fast-scaling logistics tech company, where you can manage, optimize, and scale a high-performing customer service function. You will be working in a high-energy, performance-driven, and customer-first environment with competitive salary, incentives, and long-term career advancement opportunities.,