Head of Customer Experience

Ancient Remedies is a fast-moving natural health and wellness e-commerce company helping people help themselves through holistic medicine. We process roughly few thousand orders per day, which means customer experience here is not about managing a handful of accounts — it is about building systems that shape how thousands of people experience our company every day.

We are looking for a Head of Customer Experience to rebuild how Ancient Remedies earns, protects, and scales customer trust.

Right now, our customer experience is under built. We need someone who can look beyond individual tickets and ask the bigger question: What is causing customers to lose trust — and how do we fix it at the source?

The Role:

This is not a ticket-management role. This is a company-wide leadership role for someone who can define what world-class customer experience means at Ancient Remedies, build the team and operating system to deliver it, and push cross-functionally to solve the root causes.

The right person will help decide what kind of company we become: one that treats customers as transactions after they buy, or one that earns loyalty by doing the right thing even when it is operationally hard.

You will own the customer experience strategy across the business — from service standards and policies to team structure, escalation paths, customer insights, retention, reputation, and root-cause problem solving. You will lead and develop our customer service managers and agents, improve how we use tools like Gorgias and JustCall.io, and create the systems that allow us to support high volume without losing quality or humanity.

This role has real autonomy and real responsibility. You will be expected to see around corners, challenge decisions that create customer distrust, and lead initiatives across marketing, product, operations, fulfillment, and leadership to make Ancient Remedies more trustworthy over time.

What You’ll Own:

• Customer experience strategy: Define the standard for how Ancient Remedies treats customers across every touchpoint.
• Customer service organization: Build, lead, and develop the managers, agents, training, capacity planning, and performance standards needed to support a high-volume e-commerce business.
• Trust and retention: Improve the customer experience in ways that reduce avoidable refunds, chargebacks, negative reviews, repeat complaints, and lost future purchases.
• Operational intelligence: Turn customer tickets, calls, refunds, and reviews into clear insights the rest of the company can act on.
• Root-cause problem solving: Identify whether customer frustration is coming from marketing claims, product expectations, website language, fulfillment issues, policies, or support execution — then drive the fix.
• Systems and tooling: Improve how we use Gorgias, JustCall.io, reporting, workflows, macros, call support, escalation paths, and quality standards.
• Cross-functional improvement: Work with marketing, product, operations, fulfillment, and leadership to remove confusion, broken promises, and preventable sources of distrust.
• Customer standards at scale: Build policies and operating principles that balance generosity, fairness, profitability, and long-term trust.

Who We’re Looking For:

We are looking for someone who has already led customer experience or customer service in a high-volume consumer business, ideally e-commerce.

You understand that great customer experience is not just “being nice” or giving every customer a refund. It is the disciplined work of building trust at scale — through clear policies, strong teams, honest communication, smart systems, and good judgment.

You should be both strategic and operational. You can define the vision, but you can also build the org, train the team, improve the tools, read the data, and push the company to fix what is actually creating customer pain.

You will thrive here if you have:

• Led customer support, customer experience, or customer operations for a high-volume e-commerce or consumer brand.
• Managed managers and agents, not just individual contributors.
• Built training, QA, escalation, workforce planning, and service-quality systems.
• Used customer feedback to identify systemic business problems, not just support problems.
• Strong instincts around customer trust, retention, reputation, and profitability.
• The confidence to challenge other departments when their decisions create customer confusion or distrust.
• The judgment to know when to be generous, when to hold a line, and when a policy is doing more harm than good.
• The desire to build something meaningful in a messy, fast-moving environment where the work will touch thousands of customers every day.

What We Offer:

• Competitive salary - Benchmarked to market rate with regular reviews as we grow.
• Performance bonuses - Your results are recognized and rewarded. We celebrate people who move the needle.
• Fully remote - Work from wherever you do your best thinking. No commute, no compromise.
• Flexible hours - Async-friendly and autonomy-driven. We care about output, not when you’re online.
• 22 days PTO - 22 days paid holiday plus 4 paid sick days — no questions asked.
• WFH equipment budget - One-time budget to get your home office set up with the IT equipment you need from day one.
• Learning budget - Annual allowance for courses, books, and anything that helps you grow.
• Real ownership - At 100 people, your work has direct impact. No bureaucracy, no waiting for permission.
• A team that cares - Genuinely warm, highly productive people who show up for each other as much as for the work.
• Room to grow - We’re scaling fast. The role you start in today can grow into something much bigger tomorrow.

All applications will be treated strictly confidential.

Only short-listed candidates will be contacted.

Thank you for applying!