Head Of Customer Experience

The Role

This is a senior, hands-on leadership role that blends customer service, retention strategy, and customer advocacy. You ll manage our customer support operations, handle high-stakes issues personally, and create thoughtful initiatives that improve satisfaction and keep customers coming back.

You ll be expected to call customers directly when needed, whether it s resolving disputes, collecting feedback, or turning a negative experience into a lifelong relationship. You ll act as the voice of the customer within FITT Meals working closely with all departments to improve how we serve, support, and retain our customers, both in day-to-day operations and through long-term initiatives.

What You ll Do

• Lead and manage the Customer Service team to deliver fast, empathetic, and solution-oriented support across all channels
• Own and optimize our ticketing system (HubSpot), including workflows, automation, and reporting
• Personally handle high-priority escalations and resolve complex customer disputes via phone, WhatsApp, or email
• Monitor and enforce SLA performance, continuously coaching the team to improve speed, quality, and consistency
• Be available to step in outside of working hours when critical customer issues arise (flexibility is essential)
• Work cross-functionally with tech, operations, and marketing to improve the full customer journey and key touchpoints
• Regularly analyze feedback, ticket trends, and customer sentiment to surface insights and implement improvements
• Lead all proactive and reactive customer communications, ensuring clarity, empathy, and consistency in every message
  
  

• Create personalized welcome journeys and onboarding notes
• Design and manage customer loyalty and surprise & delight programs
• Lead retention campaigns and check-ins for high-value or lapsed customers
• Report regularly on churn risk, customer sentiment, and opportunities to improve LTV
• Turn feedback into product or service improvements in collaboration with key departments
• Elevate FITT Meals reputation as a customer-first brand across all experiences
  
  

• 5+ years of experience in high-volume customer service roles, including 2+ years in a leadership position
• Proven experience handling complex customer disputes via phone, email, and messaging platforms
• Strong knowledge of customer service and CRM tech stacks (HubSpot preferred)
• Track record of designing and implementing customer loyalty or retention programs
• Strong communication and problem-solving skills with a proactive, calm, and empathetic approach
• Analytical mindset - you can spot patterns and make data-driven decisions
• Experience in F&B, subscription services, or e-commerce preferred