Cove Surf Company Inc. · 18 hours ago
Head of Customer Experience
United States
Full-time
Remote
Director/Executive
$100K/yr - $140K/yrCove Surf Company Inc. is a rapidly scaling direct-to-consumer apparel brand focused on enhancing customer experience. They are seeking a Head of Customer Experience to elevate the end-to-end customer journey and build a world-class CX function that fosters customer loyalty and advocacy.
Apparel & Fashion
Responsibilities
Own the full customer service journey across all touchpoints (pre-purchase → post-purchase → retention)
Define Cove’s customer service standards, tone, and philosophy
Hire, train, and lead a high-bar customer service team
Build scalable systems, workflows, and tools without sacrificing quality
Ensure fast, thoughtful, and HUMAN support across all channels
Turn negative or edge-case experiences into trust-building moments
Act as the internal voice of the customer across the business
Identify recurring issues and partner with teams to solve root problems
Continuously raise the bar for what “great service” looks like at Cove
Qualification
Required
A customer-obsessed leader who takes issues personally
Experienced leading customer service or CX teams (DTC / ecommerce strongly preferred)
Comfortable owning systems, processes, and outcomes
Empathetic, calm, and thoughtful under pressure
High-standard, detail-oriented, and solution-driven
Able to balance data, intuition, and human judgment
Excited to build, not just maintain
Preferred
Experience scaling CX at a fast-growing DTC brand
Strong retention or loyalty mindset
Experience improving CX through automation and tooling
Comfortable collaborating closely with founders and leadership
Passion for building brand trust, not just efficiency
Company
Cove Surf Company Inc.
We started Cove with one goal in mind: to make a difference. Growing up in Southern California, most of our time was spent on or near the beach.
Founded in 2020
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase