We're a DTC supplement brand on a subscription model, scaling fast. We're looking for a Head of Customer Support to OWN and BUILD the entire support department from scratch — the stack, the workflows, the automations, the hiring, and the numbers.
Your goal- 15-minute first response, 24/7/365 — hit through coverage and automation, not by you working around the clock.
- Chargeback ratio under threshold, consistently.
- Build and scale the team to hold that standard as volume grows.
- Self-sustaining operation: SOPs, macros, QA, routing, and dashboards.
What you'll ownSystems
- Build the helpdesk stack (Gorgias / Zendesk): macros, tagging, routing, SLAs.
- Implement AI/automation to handle the repetitive 80%.
- Dashboards for first-response time, CSAT, refund rate, chargeback ratio, save rate.
- SOPs and templates.
Team