Position : Head of Customer Community
Work Hours (Client) : 8:00 AM – 5:00 PM EST
Holidays : TBD
Pay Range : USD 2,500 – 3,000/month (varies based on skill set and experience level)
Location of Search : South Africa / Latin America
Work Location : REMOTE
Type of Contract : Independent Contractor

Company/Client Overview:

CLIENT is a brand platform focused on acquiring, scaling, and revitalizing high-potential consumer brands in the U.S. market. The organization operates with a hands-on, operationally driven approach, aiming to build a diversified portfolio of performance-focused direct-to-consumer brands.

The team values ownership, attention to detail, and long-term brand building. Customer experience and community engagement are core drivers of brand loyalty and sustainable growth.

Duties and Responsibilities:

Customer Support Operations

Own and optimize the customer support function across email (Gorgias), SMS, and phone for all portfolio brands
Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
Build and refine processes that improve team efficiency, consistency, and effectiveness
Jump into tickets as needed to stay close to the customer and team operations

Multi-Channel Support

Ensure a high-quality support experience across email, SMS, and phone
Tailor approaches to each channel to make interactions personal and on-brand
Identify gaps and opportunities across channels and implement improvements

Customer Community

Oversee Facebook communities for each brand, ensuring they are active, positive, and on-brand
Integrate community management with support to turn satisfied customers into brand advocates
Develop strategies to deepen customer relationships beyond issue resolution

Cross-Brand Collaboration

Work with Brand Managers to align on brand voice, product issues, and customer sentiment
Surface customer insights that inform product, marketing, and operational decisions
Represent the voice of the customer in broader business discussions

Minimum Requirements:

Language Requirement: Excellent English communication skills (5/5), written and verbal, including phone support

Education: Bachelor’s Degree (ideally)

Experience:

3+ years of related experience in Customer Experience / Customer Support
Proven experience as a CX agent and later as a CX team lead or manager
Strong track record of tracking and improving CX metrics across a team
Experience managing multi-channel support: email, SMS, phone
Familiarity with Gorgias or similar helpdesk platforms
Experience managing remote teams
Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives

Industry: Direct-to-Consumer (DTC), eCommerce, Consumer Brands

Who You Are:

Started as a CX agent, with firsthand experience handling frustrated customers and resolving complex issues
Empathetic and analytical; track metrics, spot patterns, and translate insights into improvements
Clear communicator, comfortable on the phone, and confident managing a remote team
Curious about the bigger picture of building strong customer relationships over time
Holds themselves and their team to high standards of customer care

Head of Customer Community - 57506337289