Head of Customer Service

In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Head of Customer Service to join our growing Customer Service team.

Double Good seeks a dynamic leader to guide our Customer Service function through 2025 and beyond. Sitting within Double Good’s Growth function, the Head of Customer Service owns all manner of reactive customer interactions at Double Good, while keeping a keen eye on future customer needs. S/he lives in how our data grants insight into how we can efficiently and effectively serve our customers.

As a servant leader, the Head of Customer Service leads a dual-pronged team of internal agents and external partners, helping ensure that Double Good’s multifarious customer base is served, heard, and understood.

Equally comfortable working with CS agents and senior-level executives, the Head of Customer Service serves as a thought leader and customer advocate throughout the company. They will partner with leaders across Product Tech, Manufacturing, Shipping, IT, etc. to address customer concerns, drive positive customer experiences and outcomes, and drive growth.

About the role:

• Strategic ownership of the Customer Service function, including top-to-bottom ownership of CS KPIs
• Short-to-long-term road mapping aligned to overall business strategy, including the incorporation of long-term organizational AI strategies
• Deliver world-class service, externally and internally
• Lead a growth-aligned Customer Service team
• Advocate relentlessly for customers
• Tactical execution of customer-centered growth strategies
• SSoT for all things Customer Service
• Partner cross-functionally across matrixed projects and teams
• Budget ownership throughout the current year and beyond
• Manage SaaS and BPO vendors and contracts
• Creating and maintaining relationships across the company with all levels of internal and/or external parties
• Ensuring a safe and health-oriented work environment for all. Building a culture where service is at the heart of everyday business
• Develops future leaders by providing resources and support to develop skills and capabilities through unique development opportunities

Experience & Skills we value:

• Entrepreneurial mindset and flexible, agile leader who thrives in a positive environment
• Effective in leading by influencing others and valuing people in building an organization
• Bachelor’s degree in business or equivalent work experience
• Minimum of 10 years of professional experience, including time spent in some combination of growth companies and management consulting
• Strong interpersonal skills with the ability to collaborate and build a consensus in a high-pressure environment
• Demonstrated excellence in strategic thinking, process creation, and optimization. Open to new perspectives to achieve overall vision and company goals
• Strong background in goal deployment, strategic planning, and building organizational capability
• Analytical problem-solving skills with impeccable attention to detail and follow-through

Nice to have and/or you’ll learn: 

• Excellent communicator, recognized for your leadership and your sense of initiative
• Results-oriented and team-oriented, with a demonstrated ability to mobilize and manage people at all levels
• Servant leadership and service mindset
• SQL skills

Equal Pay Disclosure(s):

We’re on a mission to create more joy in people’s lives, and that includes our internal employees. We create a place people love to be a part of, where people can discover and practice their unique skill sets, a place where they can contribute and do their best work. We do this by offering our employees a competitive compensation & benefits plan.

Base Pay range for this position:

• $117,000 - $170,000 annually
• Target Annual Reward Plan (ARP): Bonus paid at 20% (% of Annualized Base Pay, paid quarterly)

The final discretionary compensation that will be offered for this role depends on a variety of factors, including job-related knowledge, skills, experience, and market location.