Head of Customer Experience

About Taima®Taima® Titanium is the original, fastest-growing pure titanium kitchenware brand in the US -built for people who want a truly toxin-free kitchen without sacrificing performance.Our mission is simple: help people live cleaner, healthier lives by removing the hiddencontaminants that come from everyday kitchenware - PFAS/non-stick chemicals,microplastics, and other forever-chemical exposure - and replacing them with pure titaniumthat lasts a lifetime.Growth this fast exposes weak points. Right now, customer support is ours - and it's costingus in chargebacks, reviews, and brand trust. We're hiring the person who fixes thatpermanently, not patches it.Position OverviewIf you’re an A-player, keep reading…This is a build-your-empire role:There's no mature system to inherit here - no polished call center, no SOP library, just ateam of customer support agents. You're building the infrastructure, improving the team,tracking KPIs, and implementing processes and discipline that holds it together.THE MISSION:Make Support a Reason Customers Trust Us More, Not Less.You own customer experience end to end - and you build the team, systems, and processthat make it excellent, starting from nothing.You'll be accountable for improving:⭐ Review Rating & Volume ⏱ First Response Time ✅ CSAT / Resolution QualityAnd you're the front line protecting the brand from:🛡 Chargebacks caused by a bad support experienceWHAT YOU'LL DO:1) Build the infrastructure● Choose and implement the helpdesk/ticketing and telephony stack● Design the in-house call center: hours, channels, staffing model, escalation tiers● Set up QA scoring and reporting before scaling headcount against it2) Manage the team● Recruit, hire, train, and directly manage the support team● Own the org structure, hiring bar, onboarding, and coaching cadence as you grow it3) Set the standards● Write the SOPs: refunds, warranty claims, shipping issues, complaints, chargebackdisputes● Set clear judgment calls - when to bend, when to hold the line4) Create and track the KPIs● Define the scorecard: CSAT, first-response time, resolution time, refund rate● Track chargeback exposure and flag the patterns early - you're not the only variablebehind that number, but you're the one who catches it before it becomes a biggerproblem● Build the reporting so it's tracked weekly and moved monthly. No excuses, justadjustments.5) Become the customer insight engine● Pull patterns from tickets, reviews, chargebacks, and returns● Feed real customer language straight back into marketing and productYOU'RE A FIT IF…● You've built or completely rebuilt a support function or call center from scratch - andcan prove it● You think in systems (staffing models, escalation tiers, QA scorecards), not just"answer tickets faster"● You can look at a support operation and instantly see where trust breaks and wherechargebacks are born● You want to run this like it's your own companyMUST-HAVE:● Proven experience building or completely rebuilding a support function / call centerfrom zero● DTC or e-commerce background - you understand chargebacks and premium-pricesupport expectations● Fluent English● Based in or willing to relocate to Vilnius, Lithuania - this is an on-site, in-house roleNice-to-have:● Experience with helpdesk ticketing platforms● Experience specifically scaling an in-house call center (not just chat/email)● Background at an 8-figure+ DTC brandWHAT WE OFFER:● Real authority: Full ownership of the function - you decide how it's built and run● A real brand with an edge: Premium, health-driven, category leader - not acommodity brand● Schedule: Full-time, on-site, Vilnius● Titanium Cookware: to support your own toxin-free kitchenGROSS Salary: €3000 - €5000 / month. We’re open to discussing it based on your skillsand competencies.