Head of Customer Service

About This Role

This role is a customer experience (CX) executive position responsible for building a world-class CX operation at Rho Nutrition, focusing on precision, speed, intelligence, and empathy. The Head of Customer Service will transform Zendesk into a revenue-protecting, loyalty-building, data-driven operating system.

Responsibilities

• Architect ticket flows, automations, macros, and triggers in Zendesk
• Build SLA enforcement by customer segment (VIPs, subscriptions, first-time buyers, wholesale)
• Implement CSAT, NPS, and churn-prevention tracking mechanisms
• Create escalation pathways for medical, product, shipping, and compliance issues
• Hire, train, and manage CX agents (U.S. + nearshore)
• Design QA programs and coaching systems for the CX team
• Enforce response times, tone, accuracy, and empathy standards
• Intervene in cancellations and subscription friction to protect retention
• Identify product, formulation, and experience gaps based on customer feedback
• Translate raw ticket data into executive-level insights for leadership

Requirements

• 5+ years leading CX or Support for a DTC brand
• Hands-on Zendesk mastery (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

Qualifications

• 5+ years leading CX or Support for a DTC brand

Nice to Have

• Experience in supplements, health, beauty, or wellness

Skills

* Required skills