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Head of Customer Support

Job Summary:

Permanent employee, Full-time, On-Site (Los Angeles, CA), PST Shift
We are seeking a strategic and experienced Head of Customer Support to lead and scale our customer service operations at a rapidly growing, billion-dollar e-commerce brand. This role will oversee a team of 20+ support professionals and drive initiatives that elevate the customer experience, improve operational efficiency, and align support functions with overall business objectives. The ideal candidate is a proactive leader with deep e-commerce experience and a data-driven, customer-first mindset.
WE ARE LOOKING FORWARD TO HEARING FROM YOU!

Thank you for your interest in applying to Elite Talent Recruit. Please fill out the following form. 

First Name:

Last Name:

Birthday:

Expected Salary Monthly (in PHP):

Email:

Phone:

LinkedIn Link

Interview Availability:

Start Date Availability:

CV:

Work Sample Link:

Customer Support Head Work Experience (Years)

US Account Work Experience (Years)

How many headcounts have you managed in your previous roles?

Experience in E-commerce

Experience in E-commerce
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B

What is the extent of your E-commerce experience?

Experience in DTC

Experience in DTC
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B

Experience in Developing and Executing Scalable Strategies to Enhance Customer Satisfaction

Experience in Developing and Executing Scalable Strategies to Enhance Customer Satisfaction
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B

How have you scaled a customer support team in a high-growth e-commerce environment? What challenges did you face and how did you overcome them?

Experience in Overseeing and Streamlining Daily Operations

Experience in Overseeing and Streamlining Daily Operations
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B

Experience in Defining and Monitoring KPIs to Evaluate Team Performance and Customer Service Quality

Experience in Defining and Monitoring KPIs to Evaluate Team Performance and Customer Service Quality
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B

What KPI do you prioritize most when assessing your team's performance, and why?

Experience in Resolving Escalated Customer Issues

Experience in Resolving Escalated Customer Issues
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B

What criteria do you use to determine which issues should be escalated and how do you guide your team on when they should escalate an issue to you?

Experience in CRM Platforms

Experience in CRM Platforms
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B

Experience in Ticketing Systems

Experience in Ticketing Systems
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B

Experience in Live Chat Solutions

Experience in Live Chat Solutions
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B

What other customer support tools do you have experience with?

Please provide a voice memo sample. Record yourself delivering the following spiel: "Hello, thank you for calling, my name is [your name]. How can I help you today?

Available to Work Full Time:

Available to Work Full Time:
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B

Available to Work Part-Time:

Available to Work Part-Time:
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B

Available to Work Pacific Standard Time (PST) hours

Available to Work Pacific Standard Time (PST) hours
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B

Are you comfortable with time-tracking software being used during work hours?

Are you comfortable with time-tracking software being used during work hours?
A
B

What motivates you to seek a new job opportunity at this time?

Are you located in the USA?

Are you located in the USA?
A
B