Head of CX & Customer Support — DTC Beauty

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

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.