Job Description: Head of Customer Service
Company Overview: Equity Brands is a dynamic consumer goods company dedicated to bringing convenience and innovation to everyday life. We develop, market, and manage leading consumer brands such as BLACK+DECKER, Betty Crocker, got milk?, Any, Commercial Cool, Commercial Chef, Icebox, and Comfty. With operations spanning wholesale, dropship, and direct-to-consumer marketplace models, our customer interactions are varied and complex, necessitating agile, strategic, and customer-centric leadership.
Role Overview: The Head of Customer Service will lead and develop our customer service team, driving strategic initiatives to enhance customer experience, streamline operations, and implement efficient workflows and automation. This position requires strategic oversight, hands-on leadership, and technical acumen, operating within a collaborative environment alongside senior management and cross-functional teams.
Key Responsibilities:
- Lead, mentor, and manage a customer service team of approximately 8–15 members.
- Develop and execute strategies focused on improving customer service team performance, optimizing processes, and enhancing support interactions across various sales channels.
- Establish clear KPIs (response time, NPS, CSAT, retention, escalations, SLA adherence) and ensure team accountability to achieve performance goals.
- Utilize Zendesk and other relevant tools to analyze customer service performance, identify trends, and provide actionable insights for continuous improvement.
- Forecast and manage staffing, scheduling, training, and occupancy based on seasonal demand and business growth.
- Drive process improvements and automation, leveraging APIs, integrations, and AI-assisted tools to streamline workflows.
- Collaborate closely with IT, Operations, and other departments to enhance company-wide processes, tools, and customer interaction frameworks.
- Handle occasional escalations and assist directly with customer interactions if required.
Qualifications:
- Proven experience in customer service leadership roles, preferably within consumer goods, appliances, omnichannel retail, or related industries.
- Demonstrated ability to manage and scale high-performing customer support teams.
- Technical proficiency with Zendesk and the Microsoft Office Suite; exposure to APIs, integrations, AI-assisted coding, or scripting languages (e.g., Python) is a plus, but not required.
- Strong analytical and reporting capabilities with experience establishing and tracking customer service KPIs.
- Exceptional communication skills in fluent English; proficiency in Spanish is a plus.
- Bachelor’s degree (or equivalent) required; 5+ years of experience in a customer service leadership role required. Advanced degrees or additional experience are strong pluses but not mandatory.
Culture Fit:
- Hands-on and proactive leadership style.
- Collaborative approach, comfortable working cross-functionally.
- Flexible, adaptable, and able to thrive in a fast-paced, evolving environment.
Work Location & Hours:
- Fully remote position.
- Required working hours aligned with U.S. East Coast business hours.
- Occasional travel to our New York City offices desirable but infrequent and not mandatory.
Compensation:
- Competitive compensation package commensurate with experience.