The KILLSTAR brand-universe is an invitation for people to explore, discover, and become who they are. We help affirm this invitation by creating an inclusive, supportive environment where our team members are embraced exactly as they are.
We are looking for a customer-focused leader to drive best-in-class experience for our community. In this role you will lead our remote Customer Success team, ensuring seamless post purchase journeys, strong community engagement and continuous improvement across all touchpoints. If this sounds like you, please read on!

YOUR EXPERIENCE INCLUDES:

• Representing a brand in a digital environment - whether in customer service, marketing, or other online content delivery.
• Learning and using different software and online tools.
• Lots of collaboration across multiple teams and decision-makers.
• Accountability for Key Performance Indicators.

• Lead and develop a team of Customer Experience Advisors, ensuring service levels are met, customer satisfaction is high and retention is maximised.
• Foster a customer first culture across all departments.
• Implement policies & procedures that align with the interests of the brand and its customers, including a process of continual improvement.
• Train, coach and mentor team members, including any performance reviews, skills mapping and succession planning..
• Act as an escalation point for customer inquiries, guiding the team through complex issues..
• Own the end-to-end customer returns process, ensuring timely resolution of cases. Analyse trends, collaborate with the internal teams (Operations, Logistics, Product) to ensure customers receive clear, empathetic communication through the return journey.
• Provide customer insights to influence product development, merchandising and marketing.
• Manage the NPS & CSAT score process. Build predictive reporting, anticipating churn risk or problem categories before they spike.
• Track key metrics such as repeat purchase and customer lifetime value, developing strategies to improve them.
• Oversee complaints handling, ensuring policies remain effective and that public facing issues (social media, reviews etc) are managed quickly and positively.
• Partner with internal and external teams such as internal ticketing systems, returns systems, shipment tracking systems, to optimise the full customer journey.
• Lead seasonal and crisis planning, ensuring smooth customer communications during high-volume or sensitive periods.
• Drive CX technology improvements, leveraging automation and self-service tools without losing brand authenticity.