Similar Jobs
See allManager, Customer Support
First Due
US
Customer Support Operations
Team Management
Zendesk
Head of Customer Success & Support Spain
Tinybird
Europe
Customer Success
Technical Leadership
SQL
Manager, Customer Success
ComputerCare
US
Customer Success Leadership
People Management
Product Knowledge
Customer Support Team Lead
Wing Assistant
Global
Customer Support
Team Leadership
SLA Management
Head of Customer Operations
Whisk
Global
Customer Operations
Team Leadership
Cross-functional Collaboration
Role Overview:
- You will lead the entire customer service function at Rosabella, owning team leadership, operations, and brand reputation.
- This is a player-coach role where you'll be in the tickets daily while driving strategic decisions.
Key Responsibilities:
- Manage the CS team, including team leads and QA, setting KPIs for FRT, CSAT, Trustpilot, and BBB.
- Own end-to-end CS operations, including helpdesk platform configuration, ticket auditing, and root cause analysis.
- Drive Trustpilot and BBB review pipelines, and implement AI and automation to improve response quality and efficiency.
What We're Looking For:
- 3+ years leading customer service at a consumer brand with $10M+ revenue and direct management of 15+ agents.
- Deep experience in DTC email support, Shopify, and dispute/chargeback management.
- Ability to work full US Eastern Time hours and a track record with US-based companies.
Rosabella
Rosabella creates thoughtfully formulated supplements for women's wellness, focusing on menopause support. They are a fast-paced, high-ownership remote team that values output, accountability, and continuous learning.