Head of Customer Service

We run TheKiddoSpace, an ecommerce brand that sells products for kids (right now just stamps for parents for labeling their kid’s clothes, however we are expanding the product line as of now) in more than 15 countries. We launched the brand last year and were able to scale from zero to $5m in sales in less than 8 months. We currently employee 25 people of which 15 full time.

We currently employ 5 support agents, some in charge of managing email tickets, others in charge of managing tickets coming from the social media.

We are looking for a person who will be managing the team of agents, monitoring the quality of their responses to customers, being in charge of the customer experience, finding out what’s needed to always improve and have a great customer experience and implementing it.

You will be also be responsible for hiring / firing and you will have full control over the team. You must have great organizational skills and have previous experience working as a Head of Customer Support in another ecommerce company for at least 1 year.

We will require you to do tickets as well at least in the beginning, for half of the working time. As the workload increases and more people will have to be constantly monitored, you will only be responsible for doing that.

REQUIREMENTS

– Fluent / Native in English
– 1-year experience as Head of Customer Support / Customer Support Manager for an Ecommerce Brand
– You must have managed a team of customer support agents in the past
– Hiring skills (you will be required to hire other people, so you must have previous hiring skills)
– Organizational skills

COMPENSATION:

The compensation will be 3.000€ / month up to 40 hours per week. Sometimes you will be required to work on Saturdays, which would then be extra-compensated.

PLEASE NOTE: To apply for the position, it is mandatory to fill out this form: Click to view/230240534436447