Head of Customer Service

Helix Operations Inc.

Job Overview

Location

United States - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead the AI-augmented transformation of Helix’s Customer Service function, partnering with AI Ops engineers to define automation priorities and system capabilities that enhance service quality without compromising critical human judgment.
• Own the strategic direction of Customer Service by collaborating closely with the Head of Strategy & BizOps to identify capability gaps, shape team structure, and align service goals with company-wide objectives.
• Directly lead the Customer Service team, setting clear operational direction, coaching leaders, and maintaining team readiness through ongoing transformation and change.
• Design, maintain, and evolve the knowledge base maintenance model, ensuring alignment across AI Ops, Product, Clinical, Partner Success, and Commercial teams to support accurate and consistent customer interactions.
• Serve as the primary voice of the customer within Product prioritization, working with Sales and Marketing to establish clear service expectations for emerging inquiry types, especially in clinical and B2B2C contexts.
• Define and codify a strict “never automate” ruleset for high-distress, clinical, and enterprise escalation cases, ensuring human judgment remains central in sensitive interactions, and regularly update this framework as the system matures.
• Own and analyze key performance metrics including CSAT, AI resolution rate, escalation rate, first-contact resolution, and first response time, conducting weekly reviews to drive data-informed improvements.
• Develop sharp operational intuition to identify what drives metric changes, proactively test hypotheses when outcomes are unclear, and recommend experiments to optimize service delivery.
• Surface actionable insights to leadership on team performance, system effectiveness, and investment opportunities, translating data into strategic narratives that inform decision-making.
• Build strong cross-functional relationships with AI Ops, Product, Clinical, Partner Success, and Commercial teams without direct authority, effectively coordinating work and surfacing tradeoffs to align priorities.
• In the first 3 months, establish trusted relationships with the CS Manager, team, and key stakeholders; analyze current operations (volumes, contact drivers, performance gaps); absorb the AI transformation plan; refine AI-assisted triage and escalation workflows; and develop a 12-month vision grounded in observation and collaboration with Strategy & BizOps.
• In the first 6 months, deploy AI-assisted triage and escalation across all written channels; identify and pilot initial use cases for full AI end-to-end resolution; evolve the knowledge base model based on real-world usage; establish a consistent voice-of-customer feedback loop with Product; collaborate with Strategy & BizOps on future team structure; and deliver measurable improvements in core service metrics.
• Balance process optimization with people leadership, preferring systems over headcount while retaining the judgment to hire when necessary to sustain service quality.
• Communicate clearly and persuasively to leadership, translating operational realities into compelling stories about what is working, what is not, and where to invest for maximum impact.

🎯 Requirements

• 8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation
• Clear understanding of AI in customer service, including a framework for what it should and shouldn’t automate
• Demonstrated ability to coordinate across teams without direct authority and surface tradeoffs effectively
• Strong organizational discipline and people leadership, with experience leading a manager responsible for daily team delivery
• Uses data and metrics to evaluate performance, communicate results, and identify improvement areas
• Excellent communication skills, able to articulate functional performance and priorities clearly to leadership

🏖️ Benefits

• Comprehensive Health Insurance with eligibility on date of hire and above-average employer-paid premiums
• 12 weeks Helix Paid Parental Leave
• 401(k) with up to 3% employer matching and 100% vesting on date of hire
• Comprehensive Well-Being Benefits
• Flexible PTO
• Remote options and a home office stipend

Skills & Technologies

Remote

$110k-135k

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Helix Operations Inc.

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About Helix Operations Inc.

Helix is a personalized sleep company that offers a customized mattress and bedding products designed to improve sleep quality. Their core business model revolves around a data-driven approach, utilizing a sleep quiz to understand individual needs and preferences. Based on this data, Helix designs and manufactures mattresses tailored to factors like sleeping position, body type, and temperature regulation preferences. They also offer complementary products such as pillows, sheets, and mattress protectors. Helix operates primarily through an e-commerce platform, selling directly to consumers and emphasizing a convenient, online shopping experience with a focus on sleep science and individual well-being.

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