[Hiring] Head of Customer Service @Sterry

Role Description

The Head of Customer Service will lead, align, and scale the entire Customer Service department across all shifts. While the CS Managers run day-to-day operations and coach front-line agents during the AM and PM windows, the CS Head ensures seamless cross-shift handoffs, sets departmental strategy, owns high-level KPIs, and acts as the strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership.

Key Responsibilities

• Leadership & Team Governance
  • Directly supervise, mentor, and evaluate the CS Managers to ensure balanced accountability, consistent policy enforcement, and 24-hour operational continuity.
  • Resolve escalated policy ambiguities, complex disputes, or out-of-scope issues that exceed shift manager approval limits.
  • Standardize shift-to-shift handoff protocols to prevent dropped tickets, missed social inquiries, or fragmented case ownership.
• Strategy, Process & Documentation
  • Own the overarching CS strategy, standard operating procedures (SOPs), and the CS Handbook—ensuring all process updates implemented by managers remain standardized across both shifts.
  • Identify operational bottlenecks (e.g., recurring claims, chargebacks, shipping delays) and build scalable solutions to minimize ticket volume and resolution time.
  • Direct workforce planning, shift scheduling models, and coverage contingency plans for peak seasons, leaves, and unexpected spikes.
• Performance Tracking & KPI/OKR Ownership
  • Synthesize weekly reports from CS managers into actionable department-wide performance summaries for executive review.
  • Define, track, and elevate department benchmarks: CSAT, First Response Time (FRT), Resolution Time, Quality Assurance (QA) scores, and Shopify chargeback win rates.
  • Monitor agent coaching trends and calibration sessions to ensure grading consistency between both shift managers.
• Cross-Functional Collaboration & Product Quality
  • Lead weekly feedback loops with Logistics/Shipping regarding carrier and 3PL fulfillment claims, shipping delays, and inventory inaccuracies.
  • Analyze consolidated defect reports, customer complaints, and chargeback trends; deliver root-cause insights to Product, Marketing, and Operations to prevent recurring issues.
  • Partner with Social Media/Marketing teams to ensure engagement standards on Meta Business Suite and other public channels are met or exceeded.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or a related field is a plus—but what truly matters is your leadership mindset and ability to steer high-performing teams.
• Eagerness to learn is just as valued as experience.
• 10+ years in Customer Support/Service operations, with at least 8+ years leading managers, shift leads, or multi-shift teams (e-commerce background strongly preferred).
• Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk, etc.), and Google Workspace/Sheets.
• Proven ability to turn defect trackers, dispute data, and shift callouts into actionable operational improvements.
• Strong track record in leadership coaching, performance management, and conflict resolution across asynchronous or multi-shift teams.

Benefits

• We’re a global, fast-moving agency that’s obsessed with pushing creative and digital boundaries.
• You’ll work alongside a diverse and collaborative team, and the support to help you grow.