Position: Head of Customer CommunityWork Hours (Client): 8:00 AM – 5:00 PM ESTHolidays: TBDPay Range: USD 2,500 – 3,000/month(varies based on skill set and experience level)Location of Search: South Africa / Latin AmericaWork Location: REMOTEType of Contract: Independent Contractor

Company/Client Overview:

CLIENT is a brand platform focused on acquiring, scaling, and revitalizing high-potential consumer brands in the U.S. market. The organization operates with a hands-on, operationally driven approach, aiming to build a diversified portfolio of performance-focused direct-to-consumer brands.

The team values ownership, attention to detail, and long-term brand building. Customer experience and community engagement are core drivers of brand loyalty and sustainable growth.

Duties and Responsibilities:

Customer Support Operations
* Own and optimize the customer support function across email (Gorgias), SMS, and phone for all portfolio brands
Own and optimize the customer support function across email (Gorgias), SMS, and phone for all portfolio brands
* Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
* Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
* Build and refine processes that improve team efficiency, consistency, and effectiveness
Build and refine processes that improve team efficiency, consistency, and effectiveness
* Jump into tickets as needed to stay close to the customer and team operations
Jump into tickets as needed to stay close to the customer and team operations

Multi-Channel Support
* Ensure a high-quality support experience across email, SMS, and phone
Ensure a high-quality support experience across email, SMS, and phone
* Tailor approaches to each channel to make interactions personal and on-brand
Tailor approaches to each channel to make interactions personal and on-brand
* Identify gaps and opportunities across channels and implement improvements
Identify gaps and opportunities across channels and implement improvements

Customer Community
* Oversee Facebook communities for each brand, ensuring they are active, positive, and on-brand
Oversee Facebook communities for each brand, ensuring they are active, positive, and on-brand
* Integrate community management with support to turn satisfied customers into brand advocates
Integrate community management with support to turn satisfied customers into brand advocates
* Develop strategies to deepen customer relationships beyond issue resolution
Develop strategies to deepen customer relationships beyond issue resolution

Cross-Brand Collaboration
* Work with Brand Managers to align on brand voice, product issues, and customer sentiment
Work with Brand Managers to align on brand voice, product issues, and customer sentiment
* Surface customer insights that inform product, marketing, and operational decisions
Surface customer insights that inform product, marketing, and operational decisions
* Represent the voice of the customer in broader business discussions
Represent the voice of the customer in broader business discussions

Minimum Requirements:

Language Requirement:Excellent English communication skills (5/5), written and verbal, including phone support

Education:Bachelor’s Degree (ideally)

Experience:
* 3+ years of related experience in Customer Experience / Customer Support
3+ years of related experience in Customer Experience / Customer Support
* Proven experience as a CX agent and later as a CX team lead or manager
Proven experience as a CX agent and later as a CX team lead or manager
* Strong track record of tracking and improving CX metrics across a team
Strong track record of tracking and improving CX metrics across a team
* Experience managing multi-channel support: email, SMS, phone
Experience managing multi-channel support: email, SMS, phone
* Familiarity with Gorgias or similar helpdesk platforms
Familiarity with Gorgias or similar helpdesk platforms
* Experience managing remote teams
Experience managing remote teams
* Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives
Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives

Industry:Direct-to-Consumer (DTC), eCommerce, Consumer Brands

Who You Are:
* Started as a CX agent, with firsthand experience handling frustrated customers and resolving complex issues
Started as a CX agent, with firsthand experience handling frustrated customers and resolving complex issues
* Empathetic and analytical; track metrics, spot patterns, and translate insights into improvements
Empathetic and analytical; track metri