Head of Customer Service

Job Summary

Head of Customer Service, this full-time position involves leading the transformation of customer service through AI integration, managing the CS team, and collaborating with various departments to enhance service delivery.

Key Responsibilities

• Lead the AI transformation of the customer service team and define automation processes
• Set direction for the CS team, providing coaching and ensuring readiness for transformation
• Own knowledge base maintenance and collaborate with cross-functional teams to prioritize customer needs

Required Qualifications

• 8+ years of experience in customer experience, support, or operations
• Strong understanding of AI applications in customer service
• Ability to coordinate across teams without direct authority
• Demonstrated people leadership and organizational discipline
• Experience using data and metrics to evaluate performance and identify improvements