Head of Customer Experience
The Cold Life | Remote (US, Eastern hours preferred) | Full-time | $85,000 - $110,000 per year
About us
The Cold Life is a fast-growing wellness brand. Our core business is cold plunges and filtered water products, sold direct at thecoldlife.com, amazon, and TikTok. We're a small, committed team that runs lean by design: we automate everything that can be automated and put humans on the moments that matter.
The role
You will own customer experience end to end. Not just the ticket queue, the whole system behind it: the AI agents that answer first, the human team that handles what AI shouldn't, the subscription platform, the 3PL relationship, and the policies and content that prevent tickets from existing in the first place.
This is a builder's role. You'll have one experienced support rep reporting to you who handles tickets needing a human touch. Your job is not to grind the queue all day. Your job is to design and run a support operation where AI does the volume, humans do the judgment calls, and the customer can't tell the difference in quality.
What you'll do
Run an AI-first support stack
- Own our AI support agents across chat, email, and phone: train them, audit their conversations, correct their mistakes, and expand what they can safely handle
- Administer the support platform (we run on Lasio AI for ticketing plus Dialpad for phones, IVR, and SMS) and keep every promo, policy, and product fact synced across every AI surface
- Build and maintain automations (Zapier, Shopify flows) that remove manual work from the team
- Measure it: stand up real CX reporting (resolution rate, response time, CSAT, AI containment rate) and report it weekly
Own the customer experience
- Take the hardest escalations personally: legal threats, chargebacks, VIP and B2B accounts, save and churn conversations
- Own chargeback and payment dispute defense end to end: evidence filing, tracking, win rate
- Write and maintain the policies, help center content, and SOPs that keep the experience consistent
Run subscription and order operations
- Own day-to-day operations in Shopify and Recharge: order edits, refunds, exchanges, subscription fixes, promo and launch execution
- Be the operational contact for our 3PL: shipping audits, forecast communication before promos, stuck-shipment resolution, backorder comms
Lead the team
- Manage, coach, and develop our support rep, and hire as we grow
- Run a weekly check on our legacy repair program, which is handled by an outside partner: confirm open repairs are moving, customers are informed, and nothing falls through
Who you are
- 4+ years running ecommerce or DTC customer support, with at least some of it as the owner of the function, not just an agent
- You've already put AI to work in a support org, or you're the person who would set that up on day one without being asked. Be ready to show us something you automated
- Deep hands-on Shopify experience; subscription platform experience (Recharge or similar) strongly preferred
- Comfortable being technical: building Zapier flows, configuring an IVR, reading data, writing a clean SOP
- High empathy, high standards. You see refunds and goodwill gestures as tools, not failures, and you know when to use them
- You write extremely well. Much of this job is words: customer letters, policies, AI training content
Nice to have
- Experience with Dialpad or similar contact center platforms
- Experience managing a 3PL relationship
- BNPL and chargeback dispute experience (Shopify Payments, Bread Pay)
- Experience training or evaluating LLM-based support agents
Compensation and benefits
- $85,000 to $110,000 per year, based on experience
- Remote, full-time, US-based, Eastern hours preferred
- Health benefits are planned for the whole team starting Q1 2027. We're upfront about this: we don't offer them yet, and the cash comp reflects that
How to apply
Apply with your resume and a short note answering one question: what's one thing you automated in a support org, and what did it change? Applications with a real answer go to the top of the pile.
Pay: $85,000.00 - $110,000.00 per year
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
- Referral program
Work Location: Remote