GearLaunch - Head of Customer Service

About the Client

GearLaunch is a Print-on-Demand (POD) company that makes it easy for anyone to create and sell custom products. We handle all the nitty-gritty and let our users take care of the fun part—designing and marketing!

Our platform provides end-to-end e-commerce solutions, giving online retailers the tools to build independent and scalable businesses. GearLaunch empowers sellers by handling production, fulfillment, and customer service, allowing them to focus on growing their brands. Our customers range from regional and specialty outlets to large global brands.

About the Role

As the Head of Customer Service, you will lead GearLaunch’s Customer Service team, ensuring world-class support for our users. This role is crucial in shaping and refining our support operations to meet the demands of a fast-growing e-commerce platform.

You’ll be responsible for building and optimizing processes, driving performance, and leading a team that handles inquiries, escalations, and issue resolution. This role requires a leader who is proactive, data-driven, and capable of making high-impact decisions while maintaining a customer-first approach.

And if you have experience pioneering a CS team, this role is for you.

What You’ll Do

• Oversee the entire Customer Service function, ensuring a seamless experience for customers.
• Develop, refine, and implement support processes that improve efficiency and customer satisfaction.
• Lead, mentor, and develop a team of customer service professionals, fostering a high-performance culture.
• Set clear KPIs and drive the team to achieve operational excellence.
• Identify gaps and areas for improvement, implementing solutions to enhance service quality.
• Collaborate cross-functionally with product, operations, and marketing teams to provide customer insights.
• Manage escalations and critical customer issues, ensuring timely resolution.
• Stay up to date on e-commerce trends and customer service best practices to continuously improve operations.

What We’re Looking For

• At least 1 year of experience in the e-commerce industry.
• At least 3 years in a managerial role leading a Customer Service team.
• Experience in a pioneering role—able to build and optimize processes from the ground up. Strong leadership skills with the ability to inspire and develop a team.
• High emotional intelligence (EQ) and excellent interpersonal skills.
• Exceptional problem-solving abilities and a data-driven mindset.
• Proficiency in customer service tools is a plus.
• Native or near-native English fluency.

Salary & Benefits

• Competitive annual salary in USD based on experience.
• The opportunity to lead and shape the future of customer support at GearLaunch.
• A fast-paced, collaborative environment with a talented and driven team.

Work Setup & Hours

• This is a 100% remote position, based in the Philippines.
• Must have access to a good laptop and a stable internet connection.
• Work hours align with US Mountain Daylight Time (MDT).