Head of Customer Service

Remote

Full Time

Senior Manager/Supervisor

Head of Customer Service
Location: Remote
Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativity
At STERRY, we're not your average marketing agency—we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.

About the Role
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
1. 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.

2. 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.

3. 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.

4. 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.

What We’re Looking For

Education: 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.
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).
Technical Proficiency: Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk, etc.), and Google Workspace/Sheets.
Analytical Skills: Proven ability to turn defect trackers, dispute data, and shift callouts into actionable operational improvements.
Leadership: Strong track record in leadership coaching, performance management, and conflict resolution across asynchronous or multi-shift teams.

Why Join STERRY?
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.

If you're ready to make an impact and grow your skills in a collaborative environment, we encourage you to apply!

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Do you have at least 8 years of proven experience managing team leaders, shift supervisors, or managers within a customer service operation?*

Do you have hands-on operational experience with e-commerce platforms and tools, specifically Shopify, social media inbox management (e.g., Meta Business Suite), and major ticketing systems?*

Have you actively managed shipping claims, carrier disputes (such as 3PL), and payment chargeback defense processes?*

Are you experienced in designing departmental SOPs, maintaining a team handbook, and building/presenting weekly KPI and OKR reports directly to executive leadership?*

Are you comfortable overseeing and aligning multi-shift operations (e.g., AM and PM shifts), including handling occasional high-stakes escalations outside standard hours if needed?*

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Head of Customer Service

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