Head of Customer Experience

Taima® Titanium makes premium kitchenware from 100% pure, medical-grade titanium, for people who take their health seriously. We are one of the fastest-growing brands in the category. We operate lean, build our own operational systems, and hold a high standard across every part of the business, including the experience a customer has after they buy.

We are hiring a Head of Customer Support to take full ownership of our support function. This is a senior role for someone who is both strategic and hands-on. You will set the direction of the function and do the work to take it there, building on what exists and shaping it into a function that matches the standard of the rest of the business.

You will manage a small remote team and report directly to the COO.

What You'll Own

• Daily support operations across all channels: triage, prioritisation, resolution, and quality
• Team performance end to end: scheduling, coaching, output metrics, and quality review
• Configuration and maintenance of the helpdesk platform, including macros, automations, routing logic, and escalation rules
• The knowledge base, response templates, and escalation scripts, written in brand voice
• AI-assisted support tools: standing them up, running them, and refining them based on the data
• The drivers behind disputes and chargebacks, working with our dispute management partner to resolve them and putting prevention measures in place upstream
• Reporting and analysis that informs operational decisions across the business
• Coordination with operations and marketing where customer issues trace back to wider business decisions

What We're Looking For

• Demonstrable experience personally running a CS function end to end, not only managing within one
• Proven experience in a DTC or e-commerce business
• Hands-on experience configuring a helpdesk platform such as Freshdesk, Zendesk, or Gorgias: macros, automations, workflows, the full stack
• Genuinely tech-forward, with real experience using AI support tools
• Data literate and able to build your own reports
• Strong written English at brand level, able to write customer-facing copy for a US audience
• A clear understanding of global shipping, carrier delays, and fulfilment failures, and how they translate into customer complaints
• Able to manage a remote team and hold it to a consistent standard
• A proactive communicator who identifies problems before they escalate
• Genuine empathy for the customer, and the standards to ensure every interaction reflects it.

Advantageous

• Experience with chargeback dispute processes and reduction strategies
• Background in premium consumer goods or health and wellness
• Experience scaling a customer support function as a business grew

Why Join Taima®

• Join one of the fastest-growing premium brands in the category
• Full ownership of the support function, reporting directly to the COO
• A lean business where what you do has real impact and visibility