Head of Customer Service

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 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: 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. Requirements 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. Benefits Full-time, in-office position (5 days per week) based in New York City. Cash compensation: $135,00 - 205,000. Company equity opportunity.