Head of Customer Service and Engagement

At Misen, we’re on a mission to make cooking more enjoyable, accessible, and rewarding for everyone. We create thoughtfully designed kitchen tools, from knives to cookware, that combine premium quality with honest pricing. As we grow, we’re building the next generation of customer experience experts to better serve our passionate community of home cooks and chefs.

About the Role

We’re looking for a strategic, hands-on Head of Customer Service & Engagement to lead and evolve our customer experience function. You must have direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar), to be considered for this role. This is a pivotal role that will own the entire customer service ecosystem, from day-to-day support operations to long-term engagement strategy. You’ll inherit a high-performing team and be responsible for building the infrastructure, automation, and processes to scale our customer support and engagement experience.

Our behavior demonstrates our customer focus:

• We listen to our customers and iterate products based on their feedback, in some cases less than 30 days after launch

• We maintain 7 day messaging coverage despite our small team. Customers who speak with our CS team in fact spend 20% more!

• We reply to every comment on social media sponsored or not.

Unlike most companies, we are not hiring for this role to start nor fix a customer issue, but to help us refine and scale it.

The ideal candidate is a player-coach who thrives in fast-paced eCommerce environments, is deeply analytical, and passionate about using customer feedback to drive both satisfaction and revenue.

Responsibilities

Lead and Scale the Customer Experience Function

• Manage and mentor the existing customer service team while hiring, onboarding, and coaching new talent

• Build operational infrastructure, workflows, and reporting to support 3x+ growth over the next few years

• Set quarterly OKRs for the team and ensure consistent execution and performance

Champion Automation & Efficiency

• Leverage customer service platforms (e.g. Gorgias, Order Editing, Loop) to automate at least 50% of support volume

• Identify and implement tools, macros, and workflows that improve speed, accuracy, and quality of service

Drive Customer-Centric Decision Making

• Collect and analyze support data, CSAT/NPS scores, and feedback to inform product, CX, and business strategy

• Develop revenue-driving service initiatives such as upsell flows, reorder programs, and segmentation-based outreach

Cross-Functional Collaboration

• Partner with Product to deliver customer insights, monitor sentiment, and inform roadmap prioritization

• Partner with Marketing on outbound messaging, product launches, and educational content

• Support B2B partnerships by building white-glove support systems for professional or corporate clients

Business Development & Partnership Growth

• Identify, cultivate, and manage strategic partnerships that drive revenue, expand distribution, or enhance customer experience - working closely to define joint go‑to‑market plans, co-marketing opportunities, and partner enablement (e.g. brand partnerships, affiliates, referrals)

• Negotiate agreements and contracts, set partnership performance goals, and track growth metrics (e.g. partner-generated revenue, customer acquisition)

• Continuously assess partner ecosystem health, optimizing existing relationships while identifying new high-impact opportunities to drive scale

Hands-on Execution

• Jump into the queue and solve problems when needed, especially during high-volume periods

• Write help center content, QA automations, or respond to escalated tickets, leading by example

Requirements

• 10+ years of experience in customer service roles, with at least 5+ years leading teams

• Direct experience in eCommerce or DTC, selling physical goods (CPG, cookware, or similar)

• Proven ability to scale a CX team through rapid growth (e.g., $20M to $100M revenue)

• Strong track record implementing automation and AI tools that reduce manual work

• Comfortable owning support platforms and configuring workflows, tagging, macros, etc.

• Data-driven with strong instincts for balancing CSAT, efficiency,