Head of Customer Service jobs in United States
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Rho Nutrition · 14 hours ago

Head of Customer Service

positionUnited States
timeFull-time
remoteRemote
seniorityLead/Staff, Director/Executive
date5+ years exp

Rho Nutrition is building the future of liquid vitamin therapy, and they are seeking a Head of Customer Service to build a world-class customer experience operation. This role involves owning the customer experience, support operations, and retention strategies, ensuring that customers feel valued and supported throughout their interactions with the brand.

Health Wellness & Fitness

Responsibilities

Own Zendesk as a Revenue-Critical System
Architect ticket flows, automations, macros, and triggers
Build SLA enforcement by segment (VIPs, subscriptions, first-time buyers, wholesale, etc.)
Implement CSAT, NPS, and churn-prevention tracking
Create escalation pathways for medical, product, shipping, and compliance issues
Build a High-Performance CX Team
Hire, train, and manage agents (U.S. + nearshore)
Design QA programs and coaching systems
Enforce response times, tone, accuracy, and empathy
Remove friction between agents and leadership
Protect Retention Through Service
Intervene in cancellations and subscription friction
Build save flows and recovery playbooks
Surface product, shipping, and education gaps that cause churn
Work with marketing to close the loop between complaints and conversion
Be the Voice of the Customer to Leadership
Identify product, formulation, and experience gaps
Surface recurring objections and confusion
Translate raw ticket data into executive-level insights

Qualification

Zendesk masteryCustomer experience leadershipRetention strategiesDTC brand experienceSubscription managementEmpathyOperational obsessionSystems buildingCalm under pressure

Required

5+ years leading CX or Support for a DTC brand
Hands-on Zendesk mastery (not just dashboards — real system architecture)
Experience with subscriptions, fulfillment issues, and chargeback prevention
Operationally obsessed
Calm under pressure
Comfortable handling medical-adjacent customer concerns
Able to speak with empathy while enforcing policy
A systems builder, not just a people manager

Preferred

Experience in supplements, health, beauty, or wellness strongly preferred

Company

Rho Nutrition

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We founded Rho to share the industry secrets we learned with others.
dateFounded in 2022
location
Miami, FL, US
people-size11-50 employees
web-link
https://www.rhonutrition.com

Funding

Current Stage
Early Stage

Leadership Team

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Ryan Bishop
Co-Founder
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George P.
Partner
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Company data provided by crunchbase