HEAD OF CUSTOMER SUPPORT

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: TYPE OF WORK

Full Time

: SALARY

5/hour

: HOURS PER WEEK

50

: DATE UPDATED

Jun 11, 2026

JOB OVERVIEW

We're a fast-growing direct-to-consumer supplement brand looking for
a Head of Customer Support to take full ownership of our customer
experience. This is a senior, independent role — you'll be running
the entire support function, not handling tickets one by one.

If you've built or scaled customer support operations for a DTC brand
(especially supplements, beauty, or any subscription-based product),
this role will feel like a natural fit.

- Full setup and ongoing management of our Commslayer helpdesk —
inboxes, AI agent configuration, guidance rules, canned responses,
automation workflows, escalation logic

- Building and refining the AI agent so it resolves 80%+ of tickets
autonomously, with the right escalation triggers for sensitive issues

- Writing and maintaining all customer-facing support copy —
shipping messages, refund flows, FAQ responses, post-purchase
emails, subscription change confirmations

- Managing day-to-day customer support across email, social DMs,
and live chat — handling the tickets the AI escalates

- Reducing chargebacks through proactive customer communication,
early refund processing, and dispute response management

- Owning our refund and return process end-to-end (60-day money-back
guarantee)

- Building and managing a small team of VAs as we scale — hiring,
training, performance management

- Weekly reporting on ticket volume, resolution rates, CSAT,
chargeback ratios, and AI agent performance

- Identifying recurring customer issues and feeding them back to
product, ops, and marketing teams

SKILL REQUIREMENT

Customer Support Email Support

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Job Post	Reporter	Rank	Reason	Date

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HEAD OF CUSTOMER SUPPORT

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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