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Hard Head Veterans · 1 day ago

Head of Customer Service

United States

Full-time

Remote

Director/Executive

$42K/yr - $42K/yr

Hard Head Veterans is a company that makes helmets for freedom and is looking for a Head of Customer Service who can build deep connections with their community. This role is responsible for enhancing customer experience, leading customer support, and turning customer service into a competitive advantage.

ManufacturingProduct Design

Responsibilities

Own the customer experience end-to-end and turn customer service into a trust-building, brand-defining function

Build and lead world-class customer support across all channels, partnering with shipping and logistics on returns and exchanges, and creatively solving problems when the playbook doesn’t exist

Lead phone and live chat support while strengthening email and social channels to deliver fast, consistent, high-quality service

Continuously improve processes, standards, and tools (including AI) that allow the team to move quickly without sacrificing empathy, judgment, or brand voice

Handle shipping/refunds for returns/exchanges to efficiently process customer returns and exchanges, minimizing friction, delays, and repeat issues

Serve as the company’s canary in the coal mine. Actively surface customer issues, patterns, and ideas as they happen—primarily via Slack—so the team can address problems early. Every issue matters

Own customer issues end-to-end and solve them creatively. Go beyond resolution to create experiences that turn frustrated customers into loyal, vocal advocates for the brand