Head of Customer Support

Role Overview Valarr.io is looking for a customer-obsessed Head of Customer Support to scale the customer experience function for a fast-growing D2C brand. You will own support operations across multiple channels, drive customer retention strategies, and optimize reverse logistics. Key Responsibilities - Lead, mentor, and scale a high-performing support team across chat, email, voice, and social channels - Own customer experience metrics including CSAT, NPS, First Response Time, and SLA adherence - Resolve complex customer escalations regarding orders, refunds, replacements, and payment issues - Collaborate with warehouse, logistics, and product teams to optimize reverse logistics and customer journeys - Implement and manage customer relationship management systems and design efficient support workflows Required Qualifications - 8 to 12+ years of experience in Customer Support or Customer Experience management - Minimum 3 years of experience leading teams in a D2C, E-commerce, or consumer internet business - Strong understanding of order management, returns, and reverse logistics operations - Hands-on expertise with CRM and ticketing platforms like Freshdesk, Zendesk, or Gorgias Why Join Us Step into a leadership role where you can design the future of customer experience for an exciting and rapidly growing D2C brand.

- 8+ years of experience in customer experience or support operations - 3+ years in a team leadership or managerial capacity - Background in E-commerce, D2C, Retail, or Quick Commerce industries - Expertise in CRM tools and tracking customer experience KPIs - Excellent communication and stakeholder management skills

- Competitive leadership-level compensation - Health insurance and wellness initiatives - Opportunities to build and scale your own support team - Dynamic and high-growth e-commerce environment - Direct collaboration with executive leadership