THE ROLE

You will own customer support performance and quality building a scalable support operation with strong response SLAs, resolution quality, and consistent policies, tightly connected to operations and product. You will be the voice of Closet Crush for our buyers and sellers, and a key guardian of trust on the platform.

KEY RESPONSIBILITIES

1. Own the Customer Support Function
2. Own day-to-day ticket flow across channels; hit response and resolution SLAs
3. Design workflows: triage, prioritisation, escalation paths, and handoffs with CX and Tech
4. Manage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, and payout questions
5. Ensure a consistent tone of voice and customer trust across every interaction
6. Knowledge, Policies & Tooling
7. Build the System
8. Build macros, tagging taxonomy, decision trees, and support playbooks
9. Own Help Center / knowledge base upkeep with the CX Lead: FAQs, policies, and how-to guides
10. Set up the tooling baseline (Zendesk, Freshdesk or similar), automations, and reporting
11. Quality & Continuous Improvement
12. Raise the Bar Weekly
13. Establish a QA programme: ticket audits, coaching loops, calibrations, and agent scorecards
14. Track top contact drivers and repeat contacts; push fixes into product and operations
15. Build the hiring and training plan as volume scales: onboarding, scripts, competency framework