Head of Customer Service
Core
Lead and evolve customer experience strategy for a peer-to-peer marketplace, leveraging AI and automation to serve C2C and Pro users.
Role type
Head of Customer Service (Strategic Leadership)
Builds
Customer support workflows, AI-driven support tools, and CX strategies for a digital marketplace.
Domain
E-commerce / Peer-to-peer marketplace / Customer Experience
Deliverable
product features
Required skills
Strategic vision, operational leadership, AI/automation strategy, vendor/BPO management, data analysis, cross-functional collaboration
Preferred skills
Experience in C2C/multi-sided marketplaces, background in Engineering/Business Administration/Information Systems
Technologies
AI tools, chat automation, intelligent ticketing platforms
Responsibilities
Lead integration of AI and automation to modernize customer support; Direct and mentor internal CS and CX teams; Oversee external BPO partnerships; Design and scale customer service processes; Analyze customer data to drive improvements; Partner with Product and Tech teams to align CS initiatives.
Seniority
Senior, hands-on IC with strategic scope
