Customer Service Leader

About Us

Freebird was born from a commitment to solve real challenges. Our diverse team of experts—bald and not—has crafted the FlexSeries®, the electric shaver designed to give everyone an easier, faster, and more comfortable shave. We’re proud to have a well-established customer support team that provides 24/7 service with great metrics:

• 5-minute first response time
• 30-minute resolution time
• 94% customer satisfaction (CSAT)

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Role Description

Are you passionate about creating exceptional customer experiences? Do you thrive in e-commerce and have a knack for strategic improvement? We are looking for a Fractional Customer Service Leader to join our team and help shape the future of customer support for a leading brand in the industry. We also have a strong CX team lead who handles escalations, order troubleshooting, and individual coaching for our agents. Now, we’re looking for a customer service leader to take our customer experience to the next level through strategic improvements.

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What You’ll Do

• Lead the charge in developing and executing strategies to improve the overall customer experience
• Collaborate with our CX team lead to identify and implement best practices
• Analyze performance metrics and customer feedback to drive continuous improvement
• Ensure alignment of customer service processes with our broader business goals

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What We’re Looking For

• Proven experience in e-commerce customer service leadership
• Familiarity with Shopify and Gorgias platforms (a must)
• Experience with subscription-based products (a plus)
• Our CX team is offshore in the Philippines. Prior experience with offshore teams is a major plus
• Strategic thinker with a focus on improving processes and customer satisfaction
• Ability to dedicate 10-15 hours per week remotely

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Why Join Us?

• Flexible hours, remote work environment
• A supportive and high-performing team that’s already established but ready for your leadership
• Open to current freelancers or candidates who are full-time employees that are looking for a side-hustle 

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How to Apply

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