Head of Customer Support DTC Supplement Subscription Brand

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.

• 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.

Systems

• 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

• Hire, train, and manage agents; scale the team as volume grows without quality dropping.
• Set KPIs, QA tickets, coach on tone and resolution.
• Build coverage for the 15-min standard, including phone support later.

Subscription & retention

• Own skips, swaps, pauses, cancellations.
• Build save flows and win-back sequences that move churn.

Chargebacks

• Run representments and evidence packages.
• Set up prevention (Disputifier / Ethoca / Verifi alerts, pre-dispute refunds, descriptor fixes).
• Keep the ratio under threshold.

Supplier & ops

• Own the 3PL/supplier relationship: delays, lost packages, replacements, defects.
• Pull patterns from ticket data and bring solutions to the CEO.

• 4+ years DTC customer support, ideally 2+ managing a team.
• Subscription/recurring-billing DTC experience required. $500k+/month brand strongly preferred.
• Supplements/wellness experience strongly preferred.
• Deep Shopify (orders, refunds, fulfillment lookups).
• Built (not just used) a helpdesk like Gorgias or Zendesk from scratch.
• Real chargeback experience with a win rate you can name — bonus if you've run prevention tools (Disputifier, Ethoca, Verifi, Chargeflow, Justt).
• Track record building teams and systems from zero.
• Comfortable implementing AI/automation tools.
• Notion, ClickUp, or Asana for SOPs/ops.
• Strong written English, calm and professional under pressure.
• EST hours, 6+ days/week (the function covers 24/7, not you personally).

• Lead an entire department for a rapidly growing DTC brand.
• Own the full CX function, not just a ticket queue.
• Direct line to the CEO, fast decisions.