Double Good’s mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.

In recent years, Double Good has seen 40% year over year growth, and we’re excited about our future! We’re excited about the possibility of you joining our mission. We are looking for a Head of Customer Service to join our growing Customer Service team.

Double Good seeks a dynamic leader to guide our Customer Service function through 2025 and beyond. Sitting within Double Good’s Growth function, the Head of Customer Service owns all manner of reactive customer interactions at Double Good, while keeping a keen eye on future customer needs. S/he lives in how our data grants insight into how we can efficiently and effectively serve our customers.

As a servant leader, the Head of Customer Service leads a dual-pronged team of internal agents and external partners, helping ensure that Double Good’s multifarious customer base is served, heard, and understood.

Equally comfortable working with CS agents and senior-level executives, the Head of Customer Service serves as a thought leader and customer advocate throughout the company. They will partner with leaders across Product Tech, Manufacturing, Shipping, IT, etc. to address customer concerns, drive positive customer experiences and outcomes, and drive growth.

About the role:

Strategic ownership of the Customer Service function, including top-to-bottom ownership of CS KPIs
Short-to-long-term road mapping aligned to overall business strategy, including the incorporation of long-term organizational AI strategies
Deliver world-class service, externally and internally
Lead a growth-aligned Customer Service team
Advocate relentlessly for customers
Tactical execution of customer-centered growth strategies
SSoT for all things Customer Service
Partner cross-functionally across matrixed projects and teams
Budget ownership throughout the current year and beyond
Manage SaaS and BPO vendors and contracts
Creating and maintaining relationships across the company with all levels of internal and/or external parties
Ensuring a safe and health-oriented work environment for all. Building a culture where service is at the heart of everyday business
Develops future leaders by providing resources and support to develop skills and capabilities through unique development opportunities

Experience & Skills we value:

Entrepreneurial mindset and flexible, agile leader who thrives in a positive environment
Effective in leading by influencing others and valuing people in building an organization
Bachelor’s degree in business or equivalent work experience
Minimum of 10 years of professional experience, including time spent in some combination of growth companies and management consulting
Strong interpersonal skills with the ability to collaborate and build a consensus in a high-pressure environment
Demonstrated excellence in strategic thinking, process creation, and optimization. Open to new perspectives to achieve overall vision and company goals
Strong background in goal deployment, strategic planning, and building organizational capability
Analytical problem-solving skills with impeccable attention to detail and follow-through

Nice to have and/or you’ll learn:

Excellent communicator, recognized for your leadership and your sense of initiative
Results-oriented and team-oriented, with a demonstrated ability to mobilize and manage people at all levels
Servant leadership and service mindset
SQL skills

Benefits:

Double Good offers competitive benefits including medical, dental and vision coverage with plans that can fit each teammate’s needs. We offer immediate vesting in our 401k plan, paid time off, company-paid leaves and other perks including a Popcorn Allowance (yup, free popcorn!).
Visit the Careers page on our website for more information at https://www.doublegood.com/careers.

Double Good is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.  The EEO is the law and is available here. Right to Work Statement (English and Spanish).

Head of Customer Service

Double Good

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