Head of Customer Support

Seranova; Poland; On-site; PLN 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary based on experience

Full ownership of the CX function

Collaboration with creative and marketing teams

Job summary

A hyper-growth skincare brand is seeking a Head of Customer Support to lead and optimize the customer experience function. In this hands-on leadership role, you will build the team, define processes, and enhance the culture that drives customer satisfaction and brand loyalty. The ideal candidate has significant experience in e-commerce customer support and a strong focus on operational excellence. Join a company committed to delivering exceptional customer outcomes and quality products.

Qualifications

• 3+ years leading multi-channel customer support teams.
• Strong operational skills; builds systems, not just solves tickets.
• Proven track record in managing and improving team performance.

Responsibilities

• Lead, hire, and manage a multi-channel customer support team.
• Define team structure and set performance standards.
• Design and iterate on the post-purchase customer experience journey.

Skills

Leadership in customer support

Operational discipline

Data-driven decision making

Exceptional communication

Experience with multi-channel support

Tools

Gorgias

Cloudtalk

Notion

ClickUp

Job description

We're Seranova, a hyper-growth DTC skincare brand best known for our flagship Micro Infusion System — a clinical-grade at-home device combining micro-needling with serum infusion. We sell across multiple channels, serve a rapidly growing global customer base, and we're obsessed with delivering an exceptional post-purchase experience.

We're looking for a Head of Customer Support to own our entire CX function — building the team, the systems, and the culture that turns every customer interaction into a brand-building moment.

You must have direct experience leading customer support teams inside a DTC or e-commerce brand. This is a hands-on leadership role, not a strategy-only seat.

What You Will Own (Responsibilities)

Team Leadership & Operations

• Lead, hire, and manage a multi-channel customer support team (email, live chat, phone, social).
• Define team structure, shift coverage, and capacity planning as we scale.
• Set performance standards and coach agents to consistently exceed them.
• Build onboarding programs, training materials, and escalation playbooks.

Customer Experience Strategy

• Own CSAT, first-response time, resolution time, and NPS across all channels.
• Identify recurring issues and feed structured insights back to Product, Ops, and Marketing.
• Design and iterate on the full post-purchase CX journey — from order confirmation to returns.
• Build proactive support flows that reduce inbound volume and improve self-service.

Systems & Tooling

• Own and optimize our helpdesk stack (Gorgias, Cloudtalk, and associated integrations).
• Maintain full ticket hygiene across the CX team's workflows and tickets.
• Build and maintain macros, templates, and automation rules to drive efficiency.
• Document all SOPs and keep them updated as the business evolves.

Reporting & Metrics

• Track and report on weekly KPIs including:
• First response time & resolution time by channel
• Ticket volume by category and root cause
• Refund, return, and chargeback rates
• Agent productivity and quality scores
• Present monthly CX performance reviews to leadership with actionable recommendations.

Requirements

• Must have worked in a DTC or e-commerce brand — agency background alone will not be considered.
• 3+ years leading multi-channel customer support teams (email, chat, phone, social).
• Proven track record managing team performance, quality, and scale.
• Strong operational discipline — you build systems, not just solve tickets.
• Exceptional communicator: clear with agents, analytical with leadership.
• Comfortable managing 24/7 global coverage and cross-timezone teams.
• Data-driven mindset — you make decisions with metrics, not instinct alone.

Nice to Have

• Experience supporting subscription-based products or recurring billing models.
• Hands‑on experience with Gorgias, Cloudtalk, Notion, and/or ClickUp.
• Familiarity with beauty, wellness, skincare, or health & wellness DTC brands.

You’ll Thrive Here If...

• You believe customer support is a revenue driver, not a cost center.
• You love building from scratch — processes, teams, and playbooks.
• You operate with extreme ownership: if a customer has a bad experience, it's personal.
• You thrive in fast-moving environments where the product and brand are constantly evolving.

What We Offer

• Competitive salary based on experience
• Full ownership of the CX function — team, tools, and strategy
• Work alongside world‑class creative, marketing, and product teams
• A brand that genuinely obsesses over product quality and customer outcomes