Head of Customer Operations

About Samsung Food (Whisk)

At Samsung Food (you might know us as Whisk), we are pioneering the future of everyday care and health — helping individuals and families around the world live better through connected, proactive, and personalized experiences. Our mission is to connect food, health, and home across the Samsung ecosystem, turning data from your devices into personalized guidance that supports you and your loved ones.

We work at the intersection of AI, nutrition, behavior change, and digital health. The Samsung Food app was included in Google Play’s Best of 2020 Everyday Essentials list, has been regularly featured on the Apple App Store, and was nominated for a 2021 Webby Award. We’ve also launched Vision AI, which recognises food and meals using our global Food Genome, and developed deep integrations with Samsung Health and SmartThings.

We are a remote-first team of more than 100 people in over 30 countries, united by our commitment to innovation and impact. As part of Samsung Electronics, we combine the agility of a startup with the scale of the world’s largest consumer electronics company. Join us and help build technology that improves daily life for tens of millions of people across phones, wearables, TVs, and kitchen appliances in the years to come.

ABOUT THE ROLE

Whisk is looking for an experienced Head of Customer Operations to lead the strategy, operations, and continued evolution of our Customer Operations function as we build innovative food and health experiences for Samsung.

Customer Operations is a strategic function at Whisk. Beyond delivering exceptional customer support, the team ensures products are operationally ready for launch, customer insights influence product decisions, operational gaps between Whisk and Samsung are proactively identified and addressed, and our Product and Engineering teams remain focused on building great products.

This role reports to the Chief Operating Officer (COO). As one of Whisk's senior functional leaders, you'll help shape company strategy, contribute to cross-functional decisions, and lead beyond your own organization.

WHAT YOU’LL OWN

CUSTOMER OPERATIONS STRATEGY

• Lead a high-performing Customer Operations team while contributing as a senior functional leader across Whisk.
• Lead the continued evolution of Whisk's Customer Operations operating model, processes, tooling, and organization to support our growing partnership with Samsung.
• Continuously evolve the automation, tooling, and operational support ecosystem to deliver high-quality support efficiently as the business scales, establishing meaningful operational metrics and using data to drive continuous improvement.

OPERATIONAL READINESS

• Ensure new products and capabilities are operationally ready for launch, including support processes, documentation, tooling, training, knowledge management, and escalation paths.

TIER 1 & TIER 2 SUPPORT

• Continue evolving our Tier 1 and Tier 2 support model, ensuring Samsung operational and product inquiries are efficiently resolved through Customer Operations while appropriately routing only product issues requiring engineering expertise.

INCIDENT MANAGEMENT

• Own Whisk's customer-facing incident management capability, including operational response, stakeholder communications, executive updates, post-incident reviews, and continuous improvement.

EXTERNAL OPERATIONAL PARTNERSHIPS

• Build and maintain strong operational relationships with third party platform partners, ensuring integrations are well supported, operational issues are resolved effectively, and each partner receives a seamless experience.

VOICE OF CUSTOMER

• Continue evolving Whisk's Voice of Customer capability, ensuring customer feedback is captured, governed, analyzed, and transformed into trusted insights that influence Product, Engineering, Design, QA, and Samsung.
• Serve as the Customer Operations advocate for user data governance, partnering with Product, Engineering, Legal, and Security to ensure user data is handled responsibly and that governance decisions reflect both customer expectations and operational realities.

SAMSUNG PARTNERSHIPS

• Build trusted relationships across Samsung, improving ways of working, strengthening support operations, and proactively addressing strategic and operational gaps between our organizations.

WHAT YOU BRING

CUSTOMER OPERATIONS LEADERSHIP

• Significant experience leading Customer Operations, Customer Experience Operations, Service Operations, Technical Support Operations, or a similar operational function.
• Experience designing and evolving operating models, processes, and tooling that improve both customer experience and operational efficiency.
• Demonstrated ability to apply AI and automation to streamline Customer Operations, improve team effectiveness, and enhance the customer experience.
• A track record of building scalable support organizations in a fast-moving technology environment.

CROSS-FUNCTIONAL LEADERSHIP

• Proven ability to influence across Product, Engineering, QA, Design, Research, and executive stakeholders without relying on formal authority.
• Experience building trusted partnerships with external customers or strategic partners.
• Excels at bringing structure to ambiguity by establishing clear operating rhythms, creating alignment across teams, proactively managing priorities and tradeoffs, and consistently translating strategy into predictable execution.

Leadership

• Experience leading, coaching, and developing high-performing teams.
• A collaborative leadership style that balances empathy with accountability.
• Comfortable operating as a company leader, contributing beyond your own function and helping shape organizational priorities.

YOU'LL BE ESPECIALLY SUCCESSFUL IF...

• You enjoy building systems and capabilities, not just running day-to-day operations.
• You naturally look across organizational boundaries to solve problems.
• You're energized by improving how teams work together and turning complexity into clarity.
• You're comfortable making decisions with imperfect information and adapting as priorities evolve.

CULTURE FIT

We are a small, fast-moving team inside a larger organization — owned by Samsung but culturally distinct. We value autonomy, flexibility, and high accountability. You should thrive in a flat, collaborative environment, and be comfortable navigating the tension between startup pace and corporate dependencies.

This role is a great opportunity for someone who enjoys building capabilities, improving how organizations work, and influencing outcomes well beyond their own team. You'll thrive if you enjoy building trusted relationships across teams, creating shared understanding, and influencing decisions that help the organization execute as one team.

WHY THIS ROLE

This is a builder's job. You'll shape a Customer Operations function that does far more than support customers—it helps customer insights drive better decisions, incidents are managed effectively, and demonstrates what world-class customer operations looks like at scale. As our partnership with Samsung grows, you'll have the opportunity to influence how one of the world's largest technology companies approaches customer support for software.

We’re 100% remote, with a flexible culture and a global team. You’ll work across time zones and across worlds — helping us move fast without losing cohesion.

LOCATION

This is a remote role open to candidates in the listed locations. Candidates based in the UK will be hired as full-time employees. Candidates in all other eligible locations will be engaged as independent contractors.