Head of Customer Support

A Head of Customer Support to Lead Our Agents

TLDR: We’re seeking a Head of Customer Support for a sleep-focused e-commerce company (full-time, fully remote, Europe/Asia timezone)

We are looking for a Head of Customer Support to lead our agents in service of primarily American customers. You will be setting the standard for excellent customer service, leading our current CS team (who are in the Philippines), hiring new agents, and managing their performance across helpdesk, email, social media, SMS, live chat, and Amazon. You will also be driving forward CS innovations, implementing new tools, and improving overall CS efficiency. Finally, you serve as the bridge into the hearts and minds of our customers for the rest of the company.

This role is fully remote and requires you to work in Europe or Asia time zones. 

NOBODY LIKES JOB HUNTING, BUT THERE’S A REASON WHY YOU’RE HERE...

Maybe you’re sick of office politics and layers of bureaucracy and crave the support of a team who’s got your back -  without hidden agendas.

Maybe you’re overworked and underappreciated and want to be somewhere that prioritizes both your rest & output, and rewards you based on results rather than hours.

Or, maybe you’re just feeling stuck with your career and are looking for the right environment to excel and get to the next level.

Whatever your reasons, it’s exhausting and demoralizing to push back against a culture that doesn’t fit you.

We get it. We know how you feel.

That’s why we do things differently.

HOW ARE WE DIFFERENT?

Take a look at the short 2-minute video. This is who we are as a company and team.

And these are our 7 core values.

If you can relate to what we’re about, this could be an amazing opportunity for you. 

IS THIS YOU?

We’re looking for a Head of Customer Support who is detail-oriented, dependable, and empathetic – someone who genuinely cares about the well-being of our customers and agents.

We need someone who:

• Has native-level spoken and written English, since our customers are predominantly in the USA.

• Has extensive experience with customer support for online businesses (preferably e-commerce), as you will set the standard for excellence.

• Has extensive leadership experience leading, managing, mentoring, hiring, training, and evaluating customer support agents.

• Has extensive experience bridging between the hearts and minds of our customers and the rest of the company – through effective reports and timely communication.

• Is comfortable with e-commerce tools such as Helpscout, Shopify, Amazon FBA, and Social Platforms (Facebook, Instagram, Reddit).

• Is comfortable with data analysis to create reports and actionable insights for the rest of the company.

• Is comfortable with driving forward innovation, such as improving processes, increasing efficiency, and implementing new tools and technology.

You should also have these attributes:

• You have superb attention to detail

  You are someone who pays attention to every little detail – not only in your work but in everything you do. This is a must-have for this position and a fundamental core value at Vansburg.

• You are empathetic and genuinely care about people

  You are the kind of person who genuinely cares about others (our customers and CS team), and you generously give your time and energy to helping others. You have a great capacity for empathy and compassion. This is another must-have for this role.

• You are reliable and dependable

  You have a deep sense of responsibility to your team and can be counted on to take care of not just regular operations, but also difficult challenges that inevitably arise.

• You are resourceful and can get things done

  Training and resources will be provided in your journey, but ultimately, you can take on a project and get things DONE. You are resourceful and can accomplish objectives without much hand-holding.

• You can handle pressure in a fast-paced environment

  This position can be demanding, especially during periods of the year when customer support tickets drastically increase. You can manage the pressure and rally the team to provide excellent service.

• You are proactive and eager to take on responsibility

  In a small business environment, things come up, and problems need to be solved. If you are the kind of person who sits back and thinks, “That’s not my responsibility,” then please don’t apply.

HERE’S WHAT THE ROLE INVOLVES:

Set our customer support standard

• Demonstrate what excellent and timely customer service looks like for the team. That means you are leading by example and will be handling customer tickets.

• Engage and respond to customer requests on various platforms, including Shopify, Helpscout, Facebook, Instagram, Reddit, and Amazon.

• Handle returns, refunds, and replacements.

• Set the standard for what excellent customer support looks like so the rest of the team can level up.

Lead the customer support team

• Lead, manage, coach, mentor, and support our current CS team.

• Create and monitor performance metrics for the team, such as first response time and customer satisfaction score.

• Evaluate performance.

• Hire new agents as we grow and expand.

• Train new agents when they come on board.

Improve operation efficiency and effectiveness

• Audit and simplify existing CS processes.

• Update knowledge base.

• Continuously train and level up the CS team.

• Maintain and update SOPs.

Reporting and analysis

• Create effective reports for the rest of the company to understand customer sentiment.

• Analyze customer feedback and suggest actionable insights to improve customer experience.

• Achieve a deep understanding of our product offerings and customer characteristics.

• Proactively notify the rest of the company when potential issues come up.

Drive forward innovation

• Implement new tools.

• Experiment with new technologies such as AI chatbots.

Fulfill other requests

• Respond to the rest of the company and fulfill requests, such as sending samples to our influencers. 

WHO WE ARE & WHAT DRIVES US

Vansburg is the parent company of several category-winning consumer product brands, including Manta Sleep.

You can find out more about our brands at: Vansburg.com and MantaSleep.com.

Here are the beliefs that drive everything we do:

• We believe office politics are destructive, small-minded, and evil.

• We believe in fostering cooperation rather than competition.

• We believe in open and transparent communication.

• We believe in showing appreciation and gratitude every day.

• We believe the best ideas should win - not who the ideas came from.

Who better to describe our work culture than our team members? Here’s what some of them have to say:

My favorite thing about working at Vansburg is the flexibility it offers. We have control over our projects, our learnings, and our work time, which is truly a blessing. ” - Daisy 

“We are trusted to get our jobs done however we want to with no micromanagement. I believe this kind of autonomy is rooted in trust. Trust in us to get things done, and trust in knowing that we have the right person for the job.” - Lia

“A culture of mutual respect and safety - we're encouraged to share ideas freely and speak up when we have a different POV, and I think that's very healthy.” - Nadia

LET’S TALK DETAILS: YOUR BENEFITS & GROWTH OPPORTUNITIES

Hours & Location:

• Full-time

• Asia, fully remote

You’ll need to work during Europe or Asia time zones, as that’s when our team members are online.

Benefits:

• Bonus Program. Paid quarterly to the entire team when we hit our objectives.

• Open & Transparent Workplace. Information is shared with everyone, and team members develop the courage to be honest with each other.

• Ownership of Your Work & Creativity. Your team lead defines the objective and you figure out how to get there. No micromanagement.

Manta Sleep asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact Manta Sleep directly.