Head of Customer Support (Remote | Full-Time)

Head of Customer Support (Remote | Full-Time)

We're Moon Nude, a fast-growing direct-to-consumer brand creating thoughtfully designed quilted bags and accessories for women worldwide. We sell through our own Shopify store, Amazon, and TikTok Shop, and we're a small, founder-led, fully remote team building something much bigger.

As we continue to grow, we're bringing more of our operations in-house—and we're looking for an experienced Head of Customer Support to help build and lead our customer support function.

This is more than a customer service role. You'll play a key part in shaping the customer experience, building systems and processes, developing a high-performing team, and working closely with the founders to support the company's growth.

What You'll Do

• Lead our in-house Customer Support team.
• Transition support operations from an external agency to an internal team.
• Manage Gorgias, Shopify customer operations, and support workflows.
• Create and improve SOPs, documentation, and internal processes.
• Recruit, onboard, coach, and develop customer support tea ---------- mbers.
• Monitor KPIs and identify opportunities to improve efficiency and customer satisfaction.
• Collaborate with other teams to ensure a seamless customer experience.
• Explore and implement AI-powered tools to improve support operations.

What We're Looking For

• Experience leading Customer Support or Customer Experience teams.
• Strong ecommerce experience (Shopify preferred).
• Hands-on experience with Gorgias or a similar help desk platform.
• Experience building or improving support processes and SOPs.
• Experience hiring, training, and managing remote teams.
• Excellent written and verbal English communication skills.
• Highly organized, proactive, and comfortable working independently.
• Someone who enjoys building systems and continuously improving the way things work.

Bonus Points

• Experience supporting Amazon and/or TikTok Shop customers.
• Experience implementing AI tools for customer support.
• Experience in a fast-growing DTC ecommerce brand.
• Experience scaling support teams and operations.

Why Join Moon Nude?

• Work directly with the founders and make a real impact.
• Help build and shape an entire department from the ground up.
• Join a growing international ecommerce brand.
• Fully remote with opportunities to grow as the company expands.

How to Apply

If this sounds like a role you'd enjoy, we'd love to hear from you!

Please complete our application form here:

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Please take your time answering the questions—we carefully review every application.

We can't wait to meet you! ????