We’re partnering with a fast-scaling eCommerce company behind multiple DTC brands in the home, kitchen, and lifestyle space. They’re looking for a high-impact operator to turn Customer Service into a strategic insights and revenue engine - one that not only delights customers but drives measurable growth.



If you thrive in a high-volume, process-driven environment where balancing technical precision with customer delight is the daily challenge, you will love the ownership this role offers. This is your chance to build a world-class, scalable, and technically sound Customer Success department that eliminates operational noise and directly fuels growth.

This is a full‑time, remote contractor role supporting a Team on the CET timezone.

WHO THEY ARE

This company is a lean, fast‑moving eCommerce group operating several consumer brands. They’re ambitious, practical, and focused on getting things done without unnecessary layers of process.

Your core mission is to elevate the entire customer experience by owning the strategy, performance, and operational depth of our support channels. You will be the architect responsible for building a robust, self-sufficient department that scales ahead of the business's explosive international growth.

What sets them apart:

• A culture that values speed, focus, and results
• Ambitious growth goals with a clear plan to reach them
• Direct access to the founder and leadership team

WHAT’S IN IT FOR YOU

• True Ownership: You will be the single owner of a critical department, reporting directly to the Founder/Head of Operations and receiving the trust to make the decisions required to scale.
• Fully Remote & Strategic Overlap: Work 100% remotely from a location within the Europe Time Zone (CET +/- 2 hours), ensuring seamless overlap with our executive team in Dubai (GMT+4).
• Growth Culture: Join a lean, hard-working, and fast-moving team dedicated to scaling 8-figure e-commerce brands, a place where execution beats overthinking.

WHAT YOU’RE GETTING YOURSELF INTO

• Manage, coach, and scale a team of 5–10 CS agents, ensuring clear KPIs and accountability.
• Implement playbooks, macros, and SOPs for consistent tone, speed, and quality across all touchpoints.
• Create a positive, high-output team culture built around speed, empathy, and excellence.
• Own all support metrics: response time, resolution rate, refund %, chargeback %, and customer satisfaction (CSAT).
• Turn every customer message into an opportunity, upsell, recover, and retain wherever possible.
• Identify recurring issues and partner with Operations and Marketing to eliminate root causes.
• Oversee chargeback and refund prevention, coordinating closely with Finance and fulfillment partners.
• Monitor feedback loops from reviews, surveys, and social media to proactively improve CX.
• Optimize and document workflows in Richpanel, OpenPhone, and related CS tools.
• Track KPIs weekly; build dashboards and reporting to surface performance insights.
• Partner with the Head of Operations to integrate CS into upcoming ERP systems (Fulfill.io).
• Continuously improve the CS knowledge base, macros, and automation.

WHO YOU ARE

• Experienced: 3–5+ years leading a customer support team in high-volume DTC e-commerce environments.
• Detail‑obsessed: Obsessed with documentation, SOPs, and systemizing operations. You can design workflows that align CS policies with the physical reality of the warehouse and fulfillment partners.
• Tech‑savvy: Proven ability to manage complex back-end systems. You understand funnel-based checkout mechanics (ideally Checkout Champ or similar platforms) and how to manage order status, refunds, and cancellations in complex environments.
• Strategic & hands‑on: An analytical mindset capable of spotting trends, identifying root causes, and implementing measurable improvements based on data from tools like Richpanel. You know the difference between a vanity metric and a mission-critical KPI.
• Leadership Style: A hands-on leader who coaches for performance, sets clear KPIs, and builds a culture around our core values: Speed, Impact, and Excellence.

WHAT TO EXPECT FROM THE RECRUITMENT PROCESS

• Intro call – initial screening to align on expectations
• Interview with the founder – meet the team and learn about the vision and day‑to‑day