Head of Customer Support

Head of Customer Support — DTC Supplement Subscription Brand

About the Role:

We're a fast-growing DTC supplement brand on a subscription model, and we're building a world-class customer support function from the ground up. We're looking for a Head of Customer Support to lead it — own the systems, build the team, and turn CX into a real lever for the business.

If you want autonomy, the challenge of building from zero, and a long-term seat inside a brand that's scaling fast, this is for you. If you're looking for just a job, it's not.

Why Us:

*Ownership — you build and own the entire CX function, not just manage tickets

*Direct line to the founder — fast decisions, no corporate drag

*Performance-based upside — your impact shows up in churn, LTV, and chargeback rate, and you're rewarded for it

*Build something real — small, lean team scaling fast, real room to grow

*Paid learning — courses, tools, conferences

What You'll Own:

Systems

*Build the helpdesk stack: Gorgias/Zendesk, macros, tagging, routing, SLAs

*Implement AI and automation to handle the repetitive 80%

*Dashboards for response time, CSAT, refund rate, chargeback rate, save rateand templates so the system runs without you

Team

*Hire, train, and manage support agents

*Set KPIs, QA tickets, coach on tone and resolution

*Eventually build out phone support

Subscription & Retention

*Own skips, swaps, pauses, cancellations

*Build save flows and win-back sequences that move churn

*Coordinate with retention on lifecycle gaps

Chargebacks

*Run representments and evidence packages

*Set up prevention (Ethoca/Verifi, pre-dispute alerts, descriptor fixes)

*Keep chargeback ratio under threshold

Supplier & Ops

*Own the 3PL/supplier relationship on delays, lost packages, replacements, defects

*Pull patterns from ticket data, bring solutions to the founder

*Align CX with broader company goals alongside the founder

Requirements:

*4+ years DTC customer support, 2+ years managing a team

*Brand experience at $500k+/month, subscription model preferred

*Deep Shopify + Recharge/Skio/Stay

*Built (not just used) Gorgias, Zendesk, or Re:amaze

*Real chargeback experience with a win rate you can point to

*Track record of building teams and systems from scratch

*Comfortable implementing AI/automation tools

*Strong written English, calm and professional tone

*Willing and able to work EST hours, 6+ days per week

Bonus:

*Supplements/wellness experience *Klaviyo flows for post-purchase, win-back, save *Chargeback prevention tools (Ethoca, Verifi, Chargeflow, Justt) *ClickUp, Notion, or Asana