Role Overview

We are seeking a data-driven Head of Customer Service to lead and scale our customer support operations. This role is critical in transforming customer service into a strategic function: leveraging data, technology, and process optimization to deliver exceptional customer experiences and measurable business impact.

The ideal candidate combines strong leadership capabilities with deep expertise in customer service platforms (notably Intercom) and a proven ability to translate data insights into operational and strategic improvements.

Key Responsibilities

• Operational & Team Leadership: Lead day-to-day customer service operations while building and developing a high-performing team. Oversee hiring, onboarding, coaching, and continuous capability building to ensure consistent, high-quality support and adherence to service level agreements.

• Performance Management: Establish clear goals and performance frameworks aligned with company objectives. Ensure effective monitoring of both productivity and response quality, and drive continuous improvement initiatives across the team.

• Data-Driven Strategy: Define and track KPIs such as CSAT, resolution time, and ticket volume. Leverage data analytics to identify trends, uncover root causes, and drive continuous improvement.

• Platform Optimization (Intercom): Own and scale the Intercom ecosystem by optimizing workflows, implementing automation, and enhancing agent productivity through system improvements and best practices.

• Customer Insights, Reporting & Cross-Functional Collaboration: Analyze customer interactions and feedback to generate actionable insights. Deliver regular reporting to senior leadership and collaborate closely with Product and Engineering teams to resolve systemic issues, improve product experience, and reduce customer friction.

• 5+ years of experience in customer service leadership, ideally within a tech-driven or high-growth environment

• Demonstrated expertise in managing a Customer Support Platform (ideally Intercom), including configuration, automation, and reporting.

• Strong analytical mindset with experience leveraging data to drive operational improvements

• Proven ability to lead and scale teams, with a focus on performance and engagement

• Excellent communication and stakeholder management skills

• Customer-centric mindset with a proactive, solution-oriented approach

• Comfortable operating in fast-paced, evolving environments

1. COO first talk

   Deep dive into your operational mindset, decision-making approach, and scalability experience.

2. Business Case

   A practical assignment to assess your analytical skills and ability to solve real-world customer service challenges.

3. CEO wrap-up

   Final conversation focused on vision alignment, cultural fit, and long-term impact!