Fast-growing DTC brand in the pet health space
About the Company
Our client is a fast-growing DTC brand in the pet health space. The client operates at real scale, moves fast, and expects the people on the team to take full ownership of their work.
Role Overview
This is a remote (UK - Eastern Europe) VP of CX role, owning the entire post-purchase and support experience as the company scales. This is an AI-forward CX role. The client runs an AI support agent that auto-resolves and escalates tickets, and AI is central to how the client operates at this volume. Candidates must come in already fluent in AI-CX tooling, not planning to learn it here. It's also a hands-on leadership role, not a purely strategic one, setting direction and owning vendor and tooling decisions, while also being in the data weekly and close to the queue. This person will work directly with the founders and operations.
Responsibilities
- Support operations: Own the ticket queue end to end, including SLAs, backlog, first response and resolution times, and CSAT, with a current target of 4.0 or higher.
- Team leadership: Develop a small offshore contractor support team and the CS Lead who runs day to day execution, setting targets and holding a quality bar remotely.
- AI automation ownership: Configure and guard the AI support agent, deciding where automation handles tickets and where a human needs to step in.
- Subscription retention: Partner with the subscription, checkout, and CRO teams to fix the cancel and retention flow driving the bulk of support volume and chargebacks.
- Refunds and chargebacks: Set the policies behind refund, replacement, and chargeback outcomes.
- Leadership reporting: Build and run the weekly metrics report that ties CX performance directly to revenue, the most important recurring deliverable.
- Vendor management: Select and manage vendors across the CX stack, including AI, subscriptions, social moderation, shipping protection, reviews, and direct mail.
- First 90 days: Take over the in-flight AI automation rollout without disrupting the queue, run the weekly report independently, and form a point of view on the support staffing model.
Who They're Looking For
- Has configured or managed an AI-CX platform, such as Yuma or Siena, and knows from experience where AI helps and where it breaks.
- Genuinely tech and AI savvy, quick to pick up new tools, and comfortable reasoning about integrations and data flows without needing an engineer for every question.
- Has owned a CX or support function at a DTC or subscription ecommerce brand processing thousands of tickets a month.
- Lives in helpdesk analytics (the client uses Richpanel), and can build their own reporting on CSAT, first response time, resolution time, backlog, refund rate, and reopen rate.
- A track record of reducing subscription churn and cancel flow driven support volume.
- Has managed offshore or contractor support teams and held a quality bar remotely.
- Strong vendor management instincts and knows how to work a lean budget.
- Writes well, will report directly to founders and needs to make the numbers tell a story.
Pet, health, or wellness category experience is a nice to have, not required.
