Head of Customer Support (eCom)

Head of Customer Support | eCom

Are you passionate about building world-class customer support teams and turning customer experience into a competitive advantage?

A rapidly growing US-based DTC beauty brand is looking for a Head of Customer Support to build and scale a high-performing support function from the ground up.

This is a hands-on leadership role for someone who can build scalable systems, leverage AI and automation, protect revenue, and create exceptional customer experiences.

What’s In It for You?

• $3,000–$5,000/month — Full-time, remote, global
• Quarterly performance bonus available
• Team bonus pool - design the incentive program for your reps, funded by us
• Clear career growth path: Head of Support ? Director of CX & Retention ? COO Track

You’ll have the opportunity to:

• Own the entire customer support function across all customer touchpoints
• Build scalable SOPs, workflows, QA processes, macros, and knowledge bases
• Implement AI and automation to improve support efficiency
• Recruit, coach, and develop a high-performing global support team
• Establish KPIs, accountability, and performance standards
• Lead Trustpilot and customer reputation management
• Improve refund avoidance, save rates, and chargeback prevention
• Identify customer issues and turn insights into business improvements
• Partner with Operations, Product, Marketing, and Leadership
• Monitor CSAT, response times, refund rate, chargeback rate, SLA, and other key KPIs
• Remain hands-on with complex customer escalations when needed

We’d love to meet you if you have:

• Experience leading Customer Support or CX for a high-volume DTC/eCommerce business doing $3M+/month
• Proven experience building support systems, SOPs, QA processes, macros, and workflows from the ground up
• Experience improving CSAT, Trustpilot, reviews, or other customer experience metrics
• Strong understanding of refund avoidance, save rates, chargebacks, retention, and support economics
• Experience using AI and automation to improve support operations
• Strong analytical and problem-solving skills
• Experience identifying root causes and driving cross-functional improvements
• Excellent leadership, communication, and organizational skills
• Ability to thrive in a fast-paced environment with minimal oversight
• Willingness to stay hands-on while building scalable systems

This isn’t a role where you simply manage an existing support team. You’ll have the opportunity to build the function, shape the systems, develop the team, and directly influence customer experience and revenue.

IMPORTANT: HOW TO APPLY

Applications submitted through comments, DMs, or email will not be processed.

To be considered for this position, you must submit your application through the official application link below:

Apply here: ( ---------- )

We look forward to hearing from you!