Head of Customer Support - Subscription DTC Brand

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: TYPE OF WORK

Full Time

: SALARY

$3000-$5000

: HOURS PER WEEK

50

: DATE UPDATED

Jun 1, 2026

JOB OVERVIEW

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.

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 own

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.

Requirements

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).

Why us

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.

Answer Questionnaire

Are you able to work U.S. Eastern Time (EST) hours, 6 or more days per week, on a consistent ongoing basis? (Yes/No)
Have you led the customer service operation for a DTC brand that charges customers on a recurring/subscription basis (auto-ship, VIP, or any rebill model)? (Yes/No)
Have you built a customer support function from the ground up — setting up the helpdesk, writing the SOPs and macros, and creating the workflows and automations from nothing? If not, are you fully confident you can build all of those systems from scratch with no existing setup to start from? (Yes/No)
Our goal is 15-minute response times, 24/7. As the lead, are you confident in your ability to build that environment from scratch — the workflows, the automations — and hire the team required to meet that expectation? (Yes/No)
Have you directly hired, trained, and managed customer service representatives reporting to you — recruiting them, onboarding them, setting their KPIs, and holding them accountable to performance? (Yes/No)

SKILL REQUIREMENT

Customer Support Customer Support Management Gorgias

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Head of Customer Support - Subscription DTC Brand

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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