**Head of Customer Service – Subscription Ecommerce Brand at blithequark**

Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where speed of execution is expected? If so, we invite you to join blithequark, a rapidly growing supplement brand revolutionizing the health and wellness industry. As our new Head of Customer Service, you will be responsible for leading our elite customer service team, driving key performance indicators (KPIs), and shaping the future of our customer experience. **About blithequark** At blithequark, we are committed to delivering conscious, high-quality, and innovative supplement products that positively impact the health of everyday consumers. Our mission is to empower individuals to take control of their well-being, and our products are designed to support this goal. With a strong presence on Amazon, DTC (Shopify), and TikTok Shop, we have grown from 0 to 60+ team members in less than 18 months. Our customer base is growing rapidly, and we need an exceptional leader to oversee our customer service operations. **Your Mission** As our new Head of Customer Service, you will be responsible for owning the customer service function end-to-end, ensuring our customers receive world-class support while driving key KPIs like CSAT, Trustpilot rating, response time, and retention. You will manage a large remote team, hire and develop talent, fix broken systems, and continuously improve performance. Your success will be measured by your ability to drive exceptional customer experiences, improve KPIs, and contribute to the growth and success of blithequark. **Responsibilities** • Lead and manage our CS team of ~40 agents and 5 Team Leads, fostering a high-performance culture and driving exceptional customer experiences • Audit and optimize performance daily via ticket reviews, SOP updates, and clear feedback loops, ensuring our customers receive timely and effective support • Hire, onboard, train, and if necessary, fire agents and Team Leads to maintain a high-performance culture and drive business results • Build, track, and report on key CS metrics: CSAT, Trustpilot score, refund rate, chargeback rate, first response time, and oldest ticket age, providing actionable insights to drive improvement • Proactively identify issues within tickets, processes, or systems and develop action plans with Team Leads to resolve them, ensuring our customers receive seamless support • Improve customer retention and satisfaction through better systems, coaching, and support experiences, driving business growth and revenue • Provide daily reports to founders, including key wins, fires, and areas of focus, ensuring transparency and accountability • Hold Team Leads accountable to their numbers, quality standards, and process adherence, driving high-performance results • Drive continuous improvements in response speed, quality, tone, and policy application, ensuring our customers receive exceptional support • Ensure all SOPs are up to date and followed rigorously, maintaining a high level of quality and consistency • Collaborate with our tech, ops, and product teams to fix underlying issues impacting customers, driving business growth and revenue **Our Tech Stack** • Richpanel (CRM) • Shopify • Recharge and Checkout Champ (subscriptions) • Stripe (payments) • Slack and WhatsApp for team comms **KPIs You Will Own** • Trustpilot Score: 4.5+ • CSAT Score: 4.0+ • First Response Time: Under 8 hours • Oldest Ticket: Under 1 day • Agent Productivity: 80+ tickets/day per agent • Refund and Chargeback Rates: Kept within acceptable thresholds **What We Are Looking For** • Proven experience managing large customer service teams (30+ agents) • Experience with high-volume DTC eCommerce, especially in a subscription-based business • Strong analytical skills with the ability to build and maintain dashboards and reports • Track record of improving KPIs and customer satisfaction • High attention to detail and process-orientation • Clear, direct communicator with high personal accountability • Ability to think critically, spot problems, and implement effective solutions fast • Comfortable working across multiple time zones and managing remote teams • Culture fit: proactive, action-biased, detail-obsessed, accountable **Why Join blithequark** • Direct access to founders of a high-growth supplement brand • Full operational autonomy in your department • Performance-based recognition and advancement • No corporate red tape, just clear results and rewards • Build, shape, and own the future of our customer experience **This Role is Not for You If** • You are looking for a task-based role with a fixed daily routine • You need constant direction or step-by-step instructions to take action • You avoid difficult conversations or shy away from holding people accountable • You are uncomfortable making decisions that impact customer experience or revenue • You prefer to only “manage” without being in the trenches auditing tickets and systems • You get overwhelmed in fast-paced environments where speed of execution is expected **How to Apply** If you’re an elite operator who thrives on ownership, solves problems without waiting to be asked, and has the hunger to build something world-class, we want to hear from you. This is not a cushy middle management job, this is a builder role for someone who takes pride in running a high-performance team. To stand out, answer all of the following questions in the application to the best of your ability and highlight how your past experience is applicable to this role. Include the code word: ExecutionFirst somewhere in your application. We will only review candidates who follow these instructions, it tells us you actually pay attention to details and directions. We look forward to hearing from you and exploring how you can contribute to the success of blithequark.