Head of Customer Experience

Job Description

The Role

This is not a queue-management role. Most customer contact is about delivery, orders and returns — so you'll work shoulder-to-shoulder with logistics and fulfilment to fix root causes, not just close tickets. If you thrive when you're handed ambiguity and return with clarity, keep reading.

• Lead support across all channels;calls, email, chat, WhatsApp, social and marketplace queries - with consistent quality and a warm, parent-friendly tone.
• Define and hold service levels for first response, resolution and escalation, and design the channel mix as volumes grow.
• Build the team, shift structure, knowledge base and QA framework needed to scale support without losing the personal touch.
• Introduce self-serve, automation and deflection (FAQs, order tracking, chatbots) to keep cost-to-serve low while raising satisfaction.

• Own the customer-facing returns, refunds and replacement experience end to end; fast, fair and low-friction.
• Partner with last-mile and fulfilment to reduce RTO, NDR and reverse-logistics cost; a major margin and loyalty lever in D2C.
• Turn delivery and order problems into retained, re-converted customers rather than churn. Voice of Customer (VOC)
• Build the VOC engine: capture, structure and analyse feedback from support, reviews, returns and surveys.
• Route actionable insight into Quality (safety & defects), Product (improvements) and Operations (process fixes), and track that it drives real change.
• Be the internal advocate for the customer in product, quality and operating reviews.

• Recruit, coach and grow the CX team;from associates to a CX Lead and a VOC/Insights Analyst; as the function scales.
• Select and run the CX tech stack (helpdesk / CRM, ticketing, analytics) and keep it integrated with order, logistics and marketplace systems.
• Report CX performance and customer insight to leadership on a clear, regular cadence.

• 5–12 years in customer experience, customer care or service operations, with experience leading and scaling teams.
• Proven ownership of CX in a D2C and/or marketplace consumer business; ideally physical products with delivery, returns and RTO dynamics.
• Strong command of CX metrics (CSAT, NPS, resolution, contact rate) and a track record of moving them.
• Hands-on experience with helpdesk / CRM platforms and building processes, QA and knowledge systems from the ground up.
• A genuine root-cause mindset; comfortable working with logistics, operations, quality and product to fix the source of complaints.
• Excellent communication and people-leadership skills, with the empathy to set a trustworthy tone for a kids-focused brand.
• A bias for action, comfort with ambiguity, and the resilience to iterate quickly in a startup environment.

• Experience standing up a Voice of Customer or customer-insights function.
• Exposure to support automation, chatbots and self-serve at scale.
• Familiarity with high-growth or scale-up environments.
• Experience managing third-party / BPO support partners.