🚀 Head of Customer Service

Overview

As Jacob's Head of Customer Service, your mission is to build and lead a world-class support organization that delivers fast, empathetic, and memorable customer experiences, turning every touchpoint into a chance to deepen trust, loyalty, and brand love. At Jacob, our customers are everything. We’re a premium, digital-first health brand obsessed with quality, from our ingredients to our email replies. This is a foundational leadership role that ensures we meet our high standards at every interaction.

While your actual responsibilities will be vast, and rapidly evolving as our business does, here is a high-level outline of your responsibilities:

Responsibilities

• Own the customer experience : Lead all support functions across email, chat, DMs, Amazon, and reviews, ensuring SLAs, tone, and outcomes reflect Jacob’s brand and values.
• Build the team : Hire, train, and manage a team of high-performing support reps who are empathetic, fast, and aligned with our mission.
• Design the system : Create scalable SOPs, macros, and workflows that allow the team to move quickly, consistently, and intelligently as we scale.
• Track performance : Own and improve KPIs such as first response time, resolution time, CSAT, refund rate, and escalation volume.
• Be the customer’s voice : Surface insights and feedback from support channels to guide product, operations, and content decisions.
• Lead retention conversations : Equip your team to resolve issues, win back unhappy customers, and drive LTV through personalized recovery.
• Collaborate cross-functionally : Partner with Ops, Growth, and Brand to proactively address issues (like delays, melt, or confusion) before they escalate.
• Write and speak like the brand : Ensure every interaction is on-brand—clear, warm, helpful, and human.

Qualifications

• 7+ years of experience in supply chain or operations at a CPG company, with at least 2 years in a leadership or ownership role. (we are looking for someone who has previously done this in a similar/adjacent category)
• At least 2 years of experience managing a high-performing support team.
• Familiarity with modern support tools (e.g., Richpanel, Front, Amazon Seller Central, Meta Inbox, etc.).
• Exceptional writing and communication skills (empathetic, clear, and human).
• Experience with macros, SOPs, workflows, tags, and systems that scale.
• Data-driven mindset with comfort reporting on KPIs and improving processes.
• A customer-first orientation: you obsess over making things right and going above and beyond.
• Strong judgment and autonomy: you know what matters and when to escalate.

Personal Attributes

• Set ambitious goals and consistently beat them.
• You have a habit of winning. You are competitive.
• Default to action. Get things done quickly.
• Energized by fast, unstructured environments with full freedom to build.
• Operate with accountability (you don’t wait to be told).
• Think in systems, highly organized (even in chaos), and detail-oriented.
• Obsess over clarity (of goals, data, and communication).
• Take action quickly, learn fast, and iterate without ego.
• Speak directly, receive feedback openly, and pursue truth over politics (no right or wrong, only what's best for the business).
• Love the grind of building something meaningful and category-defining.
• Care deeply about health, performance, and helping others feel better.

Compensation

• Full-time, in-office position (5 days per week) based in New York City.
• Cash compensation: $135,000 - 205,000.
• Company equity opportunity.