Customer Support Lead for Fast Growing DTC Brand

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: TYPE OF WORK

Full Time

: SALARY

1500-2000

: HOURS PER WEEK

40

: DATE UPDATED

Aug 17, 2026

JOB OVERVIEW

About Us
- We're a fast growing DTC ecommerce brand in the couples games niche, scaling fast through paid social. We're building out our customer support function from the ground up and we're looking for the person who will own it.

- This is not a ticket-answering role. This is a leadership seat. You'll come in as our Customer Support Lead with a clear path to Customer Support Manager as the team grows underneath you.

What You'll Own
- Full ownership of the customer support department: inbox, response standards, tone of voice, escalations
- Building scalable support systems from scratch (macros, SOPs, help docs, workflows) that grow with the business and future team members
- Maintaining exceptional response times. Speed matters to us. Customers should never be left waiting
- Communicating directly with our logistics and fulfilment partners on shipping issues, delays, and order problems
- Turning support insights into feedback for the wider team (recurring issues, product questions, objections)
- Hiring, training, and leading support agents as we scale

Who You Are
- Proven experience in a customer support or customer support manager role at a 7 to 9 figure DTC ecommerce brand. This is a hard requirement, please include the brand(s) in your application
- Fluent written English with a warm, professional customer-facing tone
- Experienced with Shopify and helpdesk tools (Gorgias, Zendesk, Reamaze or similar)
- Comfortable working in a fast paced startup environment where things change quickly
- Systems thinker: you don't just answer tickets, you build the machine that answers them

The Mindset We're Looking For
- You're coming onboard a fast growing business. We are not looking for someone to come on and just maintain. We want you to be proactive, invested and obsessed with owning this side of the brand. If you treat support as a ticket queue, this isn't for you. If you treat it as a department you're building, keep reading.

What's In It For You
- Genuine internal growth: this role becomes Customer Support Manager as the team scales
- Real input on how the brand operates as it grows
- Long term, stable role with a business that is actively scaling, not a short term contract

To Apply
Start your application with the word YES so we know you read this fully. Then tell us:
- Which 7 to 9 figure DTC brand(s) you've supported and your role there
- One support system or process you built that made a measurable difference
- Your average first response time standard and how you maintain it

Applications that don't follow this format will not be considered.

SKILL REQUIREMENT

E-Commerce Customer Support Gorgias

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Customer Support Lead for Fast Growing 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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