THE ROLE

This is not a ticket management job.

You'll own the full post-purchase customer experience for a fast-scaling DTC group operating several consumer brands in the home, kitchen, and lifestyle space.

You'll manage a team of agents, but your real job is to turn CS into a strategic function: a source of product intelligence, a retention engine, and a line of defence against refund and chargeback bleed. You'll report directly to the Founder and work closely with Ops, Marketing, and Product.

This is a fully remote, contractor opportunity.

WHAT'S IN IT FOR YOU

• True ownership - single owner of a critical department, reporting directly to the Founder
• Fully remote - work from anywhere
• Lean, fast team - execution beats overthinking, and you'll have direct access to the people making the decisions
• Competitive base + performance bonus tied to refund rate, chargeback rate, and CSAT targets

WHAT YOU'LL OWN

• The numbers, not just the activity - refund rate, chargeback rate, CSAT, and CS cost per order
• The team - hiring, training, performance frameworks, coaching, and QA audits for 5–10 agents
• The full post-purchase journey - QR codes, email flows, help desk content, onboarding guides. You audit it, you fix it.
• New product launches - CS coverage mapped and ready before the first ticket arrives
• The feedback loop - weekly patterns surfaced to Marketing, Ops, and Product, with fix recommendations attached
• Store credit and retention strategy - maximising kept revenue over returned revenue
• CS tooling and systems - Richpanel is the primary platform. You build the workflows, macros, dashboards, and reporting that make the team efficient.
• Chargeback and refund prevention - in close coordination with Finance and fulfillment partners
• The knowledge base - continuously improved, documented, and kept current

WHAT GOOD LOOKS LIKE

• A new product launches. Before the first complaint arrives, you've mapped the top 5 likely issues, briefed the agents, and built resolution macros for each.
• Ticket volume spikes on a specific issue. You diagnose the root cause, quantify the impact, and bring a fix recommendation to the relevant team - not just a data update.
• A customer requests a refund. The agent follows a clear decision tree: store credit first, escalate if needed, close the loop correctly. You built that tree.
• Every Monday, leadership gets a one-page CS summary: top issues, refund rate trend, CSAT, and one thing that needs fixing outside CS.

WHO YOU ARE

• 3–5+ years leading CS at a high-volume DTC e-commerce brand, ideally DR-driven
• Has owned refund rate and chargeback rate as KPIs - not just been aware of them
• Has built CS systems from scratch - SOPs, macros, QA frameworks, reporting dashboards
• Comfortable with funnel-based checkout mechanics (Checkout Champ or similar) and managing order status, refunds, and cancellations in complex backend environments
• Strong commercial instinct - you think about what CS costs the business, not just how it makes customers feel
• Data-literate - you know the difference between a vanity metric and a mission-critical KPI
• Experience with Richpanel, Gorgias, or equivalent
• Leadership style built on clarity, speed, and accountability

RECRUITMENT PROCESS

1. Intro call - initial alignment on expectations
2. Interview with the Founder - vision, team, and day-to-day
3. Test assignment - a short practical task to show how you think and operate
4. Final call - deep dive, final questions, decision