• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). • Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Stay ahead of CX and AI trends in health, beauty, and eCommerce. • Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). • Establish a scalable quality management framework in partnership with the Customer Service Manager. • Use data and insights to identify root causes, trends, and opportunities for continuous improvement. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Optimize staffing models to support seasonality, promotions, product launches, and rapid growth. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management. • Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences. • Act as the customer voice in product launches, promotions, policy changes, and operational decisions. • Drive alignment between Customer Support and broader company initiatives. • Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. • Influence, mentor, and guide senior support leaders without direct frontline management. • Build scalable frameworks that empower teams to succeed as the organization grows.