Head of Customer Experience & Support (Remote)

Euro Staffs; Polska; Hybrid; PLN 102,000 - 122,000; Full time

Benefits offered by this job

Competitive Compensation

100% remote

B2B contract

Autonomy and ownership

Job summary

Jumpzylla is seeking a Head of Customer Support to own the end-to-end customer experience for a fast-growing ecommerce brand. You will lead the support team, define standards, and partner with Product, Brand, and Ops to turn feedback into meaningful product improvements.

The role is full-time and remote, offering autonomy, data-driven decision making, and career growth as we scale. You will shape processes, reporting, and a knowledge base to reduce repeat tickets.

Qualifications

• Proven experience managing a customer service/support team, ideally in a physical-goods business.
• KPI ownership. A strong track record owning KPI reporting and using data to drive real operational decisions, not just report numbers.
• Escalation and issue-triage experience. Comfortable handling escalations, technical/product issue triage, and returns/replacement workflows.
• Communication skills. Excellent written and verbal communication — able to set tone-of-voice standards and coach a team on them.
• Cross-functional comfort. Works well with Product, Brand, and Logistics/Ops teams.
• Platform fluency. Experience with support/helpdesk platforms (e.g., Zendesk) and review management tools.
• People skills. Strong coaching, accountability, and conflict de-escalation instincts.

Responsibilities

• Lead, manage, and coach the customer support team with clear expectations and accountability.
• Own the customer experience end to end across all support channels.
• Own reporting and KPI tracking for customer service across channels.
• Define tone, communication standards, and escalation rules.
• Oversee product issue handling, returns, and replacement workflows.
• Manage spare parts, refunds, and logistics coordination with the team.
• Develop FAQs, manuals, troubleshooting guides, and a self-serve knowledge base.

Skills

Team leadership

KPI ownership

Customer experience

Cross-functional collaboration

Zendesk experience

Tools

Zendesk

Job description

Jumpzylla is seeking a Head of Customer Support to own the end-to-end customer experience for a fast-growing ecommerce brand. You will lead the support team, define standards, and partner with Product, Brand, and Ops to turn feedback into meaningful product improvements.

The role is full-time and remote, offering autonomy, data-driven decision making, and career growth as we scale. You will shape processes, reporting, and a knowledge base to reduce repeat tickets.