Head of Customer Service

About Us

At Edikted, delivering an outstanding customer experience is at the heart of everything we do. We believe every interaction should feel warm, supportive, and aligned with our brand's tone. As we continue to grow, we’re looking for a hands-on Head of Customer Service to lead our global support team and ensure our customers receive best-in-class service at every touchpoint.

This is a high-impact leadership role requiring strong operational instincts, strategic thinking, and a customer-first mindset. You’ll oversee a large team of agents and leads, manage tools and processes, resolve escalations, and collaborate cross-functionally with Operations, Marketing, and Product to continuously elevate the customer journey.

Key Responsibilities

• Lead, train, and manage an outsourced global customer service team, ensuring high-quality support across all channels (email, chat, social media, B2B, etc.).
• Define, track, and analyze key performance metrics (e.g. first response time, CSAT, resolution time, QA scores) to drive continuous improvement.
• Oversee daily operations and handle escalated issues with a focus on quick, empathetic resolutions.
• Collaborate with cross-functional teams (Ops, Product, Marketing) to identify recurring issues and improve the overall customer journey.
• Develop and optimize workflows, including macros, automation rules, and help center content to improve efficiency.
• Design and maintain onboarding and ongoing training programs, knowledge bases, and quality assurance frameworks.

Qualifications

• 2+ years of experience in customer service leadership, preferably within e-commerce, retail, or DTC brands.
• Strong operational and team management skills; experience managing remote and international teams is highly valued.
• Proficiency with customer experience platforms, Shopify, and return management tools.
• Outstanding communication skills and the ability to embody a brand voice with empathy, clarity, and professionalism.
• Comfortable working in a dynamic, fast-paced environment and managing multiple priorities.
• Fluency in English (written and verbal) is required; proficiency in Hebrew is a plus.

Why Join Us?

• Be part of a fast-growing brand with a global reach.
• Lead and shape the customer experience function with full ownership and impact.
• Work with a passionate, collaborative, and creative team.

If you're a customer-obsessed leader ready to build and scale a world-class support experience, we’d love to hear from you.