About Us At Sistaco, we’re redefining the 'at home' nail industry. Our revolutionary Mineral Bond System has changed the way our customers do their nails—without the mess, or salon prices. With a vibrant and passionate community across the globe, we’re scaling fast and are looking for a customer-centric leader to take our service experience to the next level. We currently operate in 8 international markets. The Role We’re seeking a strategic, empathetic, and high-energy Head of Customer Experience to lead and evolve our support operations. You'll be the voice of our customers inside the business and build an experience that turns first-time buyers into lifelong Sistaco fans. What You’ll Do • Own the entire customer journey from pre-purchase to post-delivery, ensuring a frictionless and delightful experience • Lead and manage a worldwide remote customer support team, setting KPIs and creating a high-performance, customer-first culture • Partner with marketing, product, and logistics to improve response times, reduce friction, and elevate satisfaction metrics • Develop processes and tools that allow the team to scale while maintaining a personalized touch • Handle escalations with grace and professionalism while identifying systemic issues and long-term solutions • Champion customer feedback and insights to influence product development and operations • Drive continuous improvement with a focus on NPS, CSAT, and retention • Community is everything to Sistaco and our Facebook group is large and very active, this role will have ownership over customer experience in the group. Who You Are • 5+ years in customer experience or support roles within DTC e-commerce • Proven leadership experience managing remote teams • Deep understanding of customer expectations and CX best practices • Hands-on experience with CX platforms (e.g., Zendesk, Gorgias, Freshdesk, etc.) • Strong communicator with empathy, patience, and a solution-focused mindset • Obsessed with customer satisfaction and loyalty • Data-driven with an eye for spotting trends and creating strategic improvements • Comfortable working in a fast-paced, high-growth environment