Head of Customer Service and Engagement

At Misen, we’re on a mission to make cooking more enjoyable, accessible, and rewarding for everyone. We create thoughtfully designed kitchen tools, from knives to cookware, that combine premium quality with honest pricing. As we grow, we’re building the next generation of customer experience experts to better serve our passionate community of home cooks and chefs.

About the Role

We’re looking for a strategic, hands-on Head of Customer Service & Engagement to lead and evolve our customer experience function. You must have direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar), to be considered for this role. This is a pivotal role that will own the entire customer service ecosystem, from day-to-day support operations to long-term engagement strategy. You’ll inherit a high-performing team and be responsible for building the infrastructure, automation, and processes to scale our customer support and engagement experience.

Our behavior demonstrates our customer focus:

We listen to our customers and iterate products based on their feedback, in some cases less than 30 days after launch
We maintain 7 day messaging coverage despite our small team. Customers who speak with our CS team in fact spend 20% more!
We reply to every comment on social media sponsored or not.

Unlike most companies, we are not hiring for this role to start nor fix a customer issue, but to help us refine and scale it.

The ideal candidate is a player-coach who thrives in fast-paced eCommerce environments, is deeply analytical, and passionate about using customer feedback to drive both satisfaction and revenue.

Responsibilities

Lead and Scale the Customer Experience Function

Manage and mentor the existing customer service team while hiring, onboarding, and coaching new talent
Build operational infrastructure, workflows, and reporting to support 3x+ growth over the next few years
Set quarterly OKRs for the team and ensure consistent execution and performance

Champion Automation & Efficiency

Leverage customer service platforms (e.g. Gorgias, Order Editing, Loop) to automate at least 50% of support volume
Identify and implement tools, macros, and workflows that improve speed, accuracy, and quality of service

Drive Customer-Centric Decision Making

Collect and analyze support data, CSAT/NPS scores, and feedback to inform product, CX, and business strategy
Develop revenue-driving service initiatives such as upsell flows, reorder programs, and segmentation-based outreach

Cross-Functional Collaboration

Partner with Product to deliver customer insights, monitor sentiment, and inform roadmap prioritization
Partner with Marketing on outbound messaging, product launches, and educational content
Support B2B partnerships by building white-glove support systems for professional or corporate clients

Business Development & Partnership Growth

Identify, cultivate, and manage strategic partnerships that drive revenue, expand distribution, or enhance customer experience - working closely to define joint go‑to‑market plans, co-marketing opportunities, and partner enablement (e.g. brand partnerships, affiliates, referrals)
Negotiate agreements and contracts, set partnership performance goals, and track growth metrics (e.g. partner-generated revenue, customer acquisition)
Continuously assess partner ecosystem health, optimizing existing relationships while identifying new high-impact opportunities to drive scale

Hands-on Execution

Jump into the queue and solve problems when needed, especially during high-volume periods
Write help center content, QA automations, or respond to escalated tickets, leading by example

Requirements

10+ years of experience in customer service roles, with at least 5+ years leading teams
Direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar)
Proven ability to scale a CX team through rapid growth (e.g., $20M to $100M revenue)
Strong track record implementing automation and AI tools that reduce manual work
Comfortable owning support platforms and configuring workflows, tagging, macros, etc.
Data-driven with strong instincts for balancing CSAT, efficiency, and revenue opportunities
Experience setting and achieving measurable performance goals (SLAs, response times, NPS, etc.)
Collaborative mindset with experience working cross-functionally with marketing and product
Leads with empathy - with a deep commitment to ensuring every customer feels heard, respected, and satisfied
Hands-on mentality; willing to be in the weeds when needed
Excellent written and verbal communication skills

Nice to Haves

Experience supporting B2B or professional customer cohorts, partnerships
Experience with Shopify, Gorgias, Loop Returns, or similar CX stack
Exposure to product lifecycle management or working with product/UX research
Familiarity with CX operations across multiple channels (email, SMS, chat, social, etc.)

Benefits