Head of Customer Experience

Role overview

AI support ownership

• Review weekly AI resolution reports, identify edge cases, and transition routine customer queries from human agents to AI.
• Set and maintain AI operating rules and limits for refunds, replacements, delivery issues, vouchers, and damaged goods.
• Keep the AI knowledge base and decision logic accurate and aligned with company policy.
• Review AI conversations weekly for output quality, empathy, and brand voice.

Escalations and team leadership

• Hire, coach, and direct support agents handling complex escalations.
• Ensure every customer reaching a human receives a substantive, personalized answer.
• Track and fulfill promises such as refunds, replacements, and reprints, with traceability to valid order IDs.
• Conduct regular quality reviews of agent replies.

Cross-functional improvement and reporting

• Analyze complaint trends and address systemic causes with Production, Operations, IT, and Marketing.
• Hold production, logistics, and IT partners accountable when underlying issues affect customer satisfaction.
• Report monthly on CSAT, AI automation rates, cost to serve, and key complaint drivers.

Peak readiness and success measures

• Set up platform policy rules and authorization limits, and set CEO targets during the first two weeks.
• Establish multi-country and channel CSAT baselines and improvement roadmaps during weeks three and four.
• Build the Q4 peak plan for Black Friday and Christmas delivery cutoffs, volume forecasts, carrier delays, and escalation coverage.
• Success measures include CSAT, AI resolution, promise fulfillment and traceability, response and backlog times, SLA compliance, and support cost per order.

Required qualifications

• At least 5 years in customer support or CX leadership, including at least 2 years leading CX for an e-commerce or DTC brand.
• Hands-on production management of AI agents focused on automated resolution metrics.
• Ability to interpret dashboards, investigate underlying data, and perform independent performance analysis.
• Demonstrated ability to hold operations, supply chain, and IT accountable for quality issues.
• Native or fluent written English and ability to define brand voice for automated and human support.

Preferred qualifications

• Experience with personalized, made-to-order, or custom-manufactured consumer goods is preferred.
• Multi-country CX operations experience across Europe, the Middle East, or India is preferred.
• Fundamental SQL knowledge and a second European language are preferred.

Leadership profile