Rosabella

The Director of Operations will own the end-to-end supply chain, including manufacturing, vendor relationships, demand planning, and logistics. This role is responsible for scaling operational systems and ensuring quality and compliance standards are met as the business grows.

The Head of Customer Service will lead the entire CS function, managing team performance, KPIs, and operational strategy while remaining hands-on with daily ticket resolution. This role involves auditing agent performance, optimizing helpdesk workflows, and driving improvements in Trustpilot and BBB scores.

The Customer Service Representative will handle inbound and outbound calls to resolve order, billing, and product inquiries in real time. They are also responsible for maintaining accurate case records and escalating complex issues to leadership while adhering to brand voice guidelines.