Job Description: Head of Customer Experience
Company: Printerpix
Position: Head of Customer Experience
Reports To: Chief Executive Officer (CEO)
Position Type: Full-Time (Leadership)
Start Date: Immediate
Role Summary
Printerpix is seeking an ambitious, AI-first leader to own customer satisfaction end-to-end. In this high-impact executive role, you will lead our entire customer experience strategy, managing an automated AI support framework powered by the Syncoms platform alongside a lean, high-performing human support team.
Printerpix creates personalized photo products (photobooks, canvas prints, cushions, mugs, calendars) for customers across nine countries, managing approximately 10,000 support conversations monthly across chat and email. As Head of CX, you will own the entire customer support system—the AI agent, business rules, escalations, root-cause resolution, and ultimate customer satisfaction—reporting directly to the CEO and holding cross-functional partners (Production, Operations, IT, Marketing) accountable.
Key Responsibilities
- Own & Optimize the AI Support Engine
- Drive AI Resolution: Act as the primary owner of the AI support system, reviewing weekly resolution reports to identify edge cases and transition routine queries from human agents to AI.
- Establish Business & Policy Rules: Define, refine, and maintain operational rules and limits for AI operations (refund limits per currency, replacements, delivery issues, vouchers, damaged goods).
- Maintain Knowledge Base: Ensure the AI's underlying knowledge base and decision logic remain accurate, updated, and aligned with company policies.
- Tone & Quality Assurance: Review AI conversation samples weekly to ensure output quality, empathy, and brand voice alignment.
- Lead & Elevate the Escalations Team
- People Leadership: Hire, coach, and direct the human support agents who manage high-complexity escalations.
- Enforce Zero Silent-Closes: Enforce a strict standard where every customer reaching a human receives a substantive, personalized answer, ensuring every promise (refund, replacement, reprint) is tracked and fulfilled.
- Quality & Performance: Conduct regular quality reviews across agent replies to maintain high standards of service.
- Drive Cross-Functional Root Cause Resolution
- Identify Operational Failures: Analyze complaint trends to address systemic issues at the source (e.g., sending production defects to Operations, data gaps to IT, pricing issues to Marketing).
- Executive Leadership: Sit on the leadership team with full authority to challenge production, logistics, and IT when underlying issues impact customer satisfaction.
- Reporting: Deliver monthly executive reports covering CSAT, AI automation rates, cost-to-serve, and top driver trends to the CEO and leadership board.
- Immediate Priority: Q4 Peak Readiness
- Complete platform policy setup in Weeks 1 & 2 (policy rules, authorization limits, CEO target setting).
- Implement multi-country/channel CSAT baselines and improvement roadmaps in Weeks 3 & 4.
- Build and execute the Q4 Peak Plan (Black Friday & Christmas delivery cutoffs, volume forecasting, carrier delay playbooks, escalation cover).
Key Accountabilities & Success Metrics
- Customer Satisfaction (CSAT): High CSAT scores across all resolved conversations, broken down by country and channel.
- Automated Resolution Rate: Percentage of total conversations fully resolved by AI without human intervention.
- Promised Execution & Quality: Zero silent closes; 100% trace-ability for promised refunds, reprints, and replacements to valid order IDs.
- Speed & SLA Compliance: First Response Time (FRT) and backlog resolution velocity within agreed SLA limits.
- Cost to Serve: Optimization of support cost per order across combined AI and human infrastructure.
Candidate QualificationsRequired Experience & Competencies
- Leadership Experience: 5+ years in customer support/experience leadership, with at least 2 years leading CX for an e-commerce or Direct-to-Consumer (DTC) brand.
- AI Platform Ownership: Hands-on experience managing AI agents in production (e.g., Intercom Fin, Zendesk AI, Ada, Decagon, or similar) focused on automated resolution metrics.
- Data Literacy: Proficient in reading dashboards, investigating underlying dataset metrics, and performing independent performance analysis.
- Cross-Functional Authority: Demonstrated ability to hold operations, supply chain, and IT departments accountable for quality issues.
- Communication Skills: Native/Fluent written English with the ability to define the brand voice for both automated and human support.
Preferred Qualifications
- * Experience with personalized, made-to-order, or custom-manufactured consumer goods.
- Experience managing multi-country CX operations across Europe, the Middle East, or India.
- Fundamental working knowledge of SQL.
- Fluency in a second European language.
Ideal Candidate Profile
- Who this role IS for: A metrics-driven CX leader who takes end-to-end ownership, leverages technology to scale operations, and demands operational excellence across the entire supply chain.
- Who this role IS NOT for: Contact center managers focused on ticket volume/handle-time metrics over customer outcomes, or AI prompt specialists without general management and operational accountability.
