Head of Customer Support For DTC Ecom Brand

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: TYPE OF WORK

Full Time

: SALARY

2000

: HOURS PER WEEK

40

: DATE UPDATED

Jul 8, 2026

JOB OVERVIEW

We are a fast scaling DTC Ecom Brand and we need to hire a Head of Support for our CX team.

You'll own
- The team: our CX agents today, and everyone you hire after — weekly KPIs per rep, QA ticket audits, coaching, and a bonus structure you design
- Systems from scratch: scenario playbooks ("when this comes up, here's what you do"), macros, escalation trees, tone guidelines, refund & save decision rights — your SOPs become the operating manual
- The review trajectory: engineered review flows, negative-review interception, response protocol. The Trustpilot number is yours
- Save & refund economics: cancellation saves and the save-offer ladder, with our Head of Retention
- Chargeback prevention: resolving customers before they call their bank — you protect our processor health
- Three intelligence loops: monthly insight reports to product (quality themes), creative (customer objections become ads), and fulfillment (shipping patterns flagged same-week)
- Ticket deflection: we're tripling volume — that must not mean tripling headcount. Self-serve, proactive comms, AI triage: the ticket-per-order ratio is your scaling metric
- Q4 readiness: surge staffing, macros, and i ---------- protocols in place before November

Who you are
- You've led CX at a DTC/e-commerce brand doing $3M+/month (or equivalent ticket volume) — you've seen real scale, surge seasons, and processor stakes
- You've built support systems from scratch, not inherited them — and you can show us the SOPs, decision trees, and QA rubrics you made
- You have a review-score or CSAT turnaround you personally drove, with numbers
- You've hired, coached, and exited reps — built a team, not just supervised one
- You know your ticket-per-order ratio and what you did to move it (if you've never computed it, this isn't your role)
- You use AI where it multiplies (triage, drafting, tagging) and keep humans where it matters (skin reactions, angry customers, disputes)
- You're still happy to work the queue on the hardest tickets — this is player-coach, not pure management

Comp & structure
$2,000–$4,000/month base (experience-dependent) · full-time · fully remote, global
Quarterly performance bonus up to $2,000, recurring — four metrics at $500 each: CSAT, save rate, chargeback rate, Trustpilot trajectory. Hit all four every quarter, get paid every quarter

How to apply
Record a 3-minute Loom covering: (1) the best support function you've ever built and one artifact from it, (2) your last roles and why you left or planning to,

Send it with your CV. No Loom = no review. (no old loom also)

We move fast: our process is two interviews + one test task, and we make offers within 5 days of the final round.

SKILL REQUIREMENT

Customer Support Management Ecommerce Customer Service

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Head of Customer Support For DTC Ecom 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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