Head of Customer Support

Are you a customer experience leader who thrives in fast-paced, high-growth environments? Do you know how to build, train, and manage top-tier support teams while optimizing systems, processes, and SLAs that keep customers loyal for life?

We’re looking for a Head of Customer Support to take full ownership of our customer service operations, from managing a large team of phone and email agents, to enhancing helpdesk systems, reducing churn, and delivering a best-in-class support experience that reflects the quality of our client’s premium DTC subscription brand.

This isn’t about answering tickets. It’s about leading a department that shapes the entire post-purchase experience. If you’ve managed large teams, built robust support infrastructure, and know how to balance empathy with efficiency, this role is built for you.

WHO THEY ARE

They are a fast-growing DTC skincare brand best known for their innovative at-home treatment device that’s become a go-to solution in the anti-aging space. With a loyal customer base of over 100,000 people, they deliver science-backed, results-driven products that actually work.

Operating with a lean, highly focused team, every person plays a critical role in building, testing, and scaling. The culture is fast-paced, performance-driven, and deeply collaborative, ideal for someone who thrives on ownership, iteration, and measurable impact.

YOUR MISSION

Your goal is to lead and scale a world-class support function that turns customers into brand advocates. You’ll build processes, develop training, and drive quality at every level of the customer journey, while keeping your finger on the pulse of KPIs, churn triggers, and customer satisfaction metrics.

This is a full-time contractor role with flexible hours, giving you the opportunity to collaborate with a global team and work remotely from anywhere in the world.

WHAT’S IN IT FOR YOU

• Own the customer support department, from systems and training to performance and growth
• Work remotely with a globally distributed team while collaborating across marketing, tech, and ops
• Build and implement support systems that scale as the business continues to grow
• Drive measurable impact across SLA performance, retention, and customer satisfaction
• Join a fast-growing brand where performance, initiative, and leadership are rewarded

WHAT YOU’RE GETTING INTO

Lead and coach a growing team of 30+ customer support agents across phone and email channels
Recruit, train, and mentor new agents with support from the internal talent team
Perform regular QA checks on agent performance to ensure quality, tone, and SOP adherence
Set and monitor agent KPIs and SLAs, including response time, resolution time, and call pickup rate
Build robust training programs and LMS-style courses to support new hire ramp-up and ongoing development
Maintain an internal Agent FAQ to streamline support and reduce response times
Design and implement a customer-facing Helpdesk with dynamic self-service resources
Build out a comprehensive FAQ and knowledge base to reduce inbound tickets
Collaborate with marketing and ops to develop churn-reduction macros and scripts
Implement subscription save offers and processes that keep customers engaged and retained
Ensure technical issues are escalated swiftly to the appropriate teams
Take ownership of recurring post-purchase concerns and build long-term solutions

WHO YOU ARE

You’ve managed support agents and are confident in scaling a growing team
You understand what great support looks like and how to deliver it at scale
You know how to build SOPs, helpdesks, and knowledge bases from scratch
You’re laser-focused on metrics like CSAT, FRT, ART, ticket volume, and churn impact
You thrive in growth-stage DTC brands and know how to adapt quickly
You communicate clearly and work well cross-functionally with marketing, product, and tech

Bonus Points If You Have:
Experience using CheckoutChamp
Previous leadership roles in DTC brands with high-volume support and recurring billing
Background working in direct response environments

WHAT SUCCESS LOOKS LIKE

30 Days: You’ve audited the current team, helpdesk, macros, and SLAs, and identified key quick wins.
60 Days: You’ve improved agent QA, updated training, reduced response time, and launched key helpdesk improvements.
90 Days: Agent performance is optimized, SLAs are consistently hit, and customer satisfaction scores are trending up.

RECRUITMENT PROCESS

Intro Chat – A quick call to align on goals, experience, and team fit
Founder Interview – Meet the leadership team and align on support strategy
Live Task – Review a sample ticket QA and propose training & process improvements
Final Interview – Discuss your plan for the first 90 days and next steps