Head of Customer Support

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: TYPE OF WORK

Full Time

: SALARY

$1,200–$1,500/month

: HOURS PER WEEK

40

: DATE UPDATED

Aug 17, 2026

JOB OVERVIEW

About Us

JustFloow is a fast-growing, seven-figure UK supplement brand. Our products – Genius Mind (cognitive performance) and Aura (nicotine-free nootropic pouches) – help thousands of subscribers perform at their best every day. We're a lean, ambitious team, and customer experience is at the heart of how we grow.

The Role:
You'll own the entire customer experience. This is not a ticket-answering job — this is a leadership role. You'll be the voice of JustFloow to our customers and the voice of our customers to the team.

What you'll do:
Own the inbox. Reply to customer emails quickly, clearly, and warmly. Fast response times, zero backlog.
Retain subscribers. We're a subscription business. Every cancellation request, delivery issue, or complaint is a chance to save a customer you'll know how to turn frustration into loyalty.

Drive reviews. Make sure every happy customer is invited to leave a Trustpilot review. Grow our review count and rating month over month.

Master our tools. Manage subscriptions in Loop, run support through Richpanel (including its AI/automation features), and work within Shopify.

Automate with a human touch. We use automation — but our customers should never feel like they're talking to a robot. You'll refine templates, macros, and AI-assisted flows so they sound personal, warm, and on-brand.

Build systems. Spot repeated questions, create and improve saved replies, streamline processes so we get more efficient every month.

Report to the team. You're on the ground listening to customers. You'll produce regular reports on patterns, complaints, product feedback, and insights that improve our marketing and products.

Take ownership. No hand-holding. You see a problem, you fix it or flag it with a proposed solution.

Who we're looking for:

- 3+ years in ecommerce customer support, ideally DTC / subscription brands
- Experience with Richpanel (or Gorgias/Zendesk) and Loop (or Recharge/other subscription apps) and Shopify
- Excellent written English — clear, warm, concise. Your emails feel human, No robotic chatgpt answers allowed.
- Retention mindset: you understand LTV and know how to No robotic chatgpt answers allowed subscribers, not just close tickets
- Know common human psychology and how to make people feel safe, comfortable, happy, and make them trust us
- Organised, proactive systems thinker — you build processes, not just follow them
- Comfortable working UK business hours (at least significant overlap)
- Reliable internet, quiet workspace, own computer

Bonus points:
- Health/supplement brand experience
- Experience setting up Richpanel automations or AI agents
- Experience driving Trustpilot/review growth
- Team lead experience (you may hire and manage CX agents as we scale)

What we offer:
- Competitive salary (based on experience) — paid on time, every time
- Full-time, long-term stable role
- Real growth path: as JustFloow scales, so does your role and pay
- Work directly with the founder — your ideas will actually be implemented
- 13th month pay and paid time off

How to apply — READ CAREFULLY

We only consider applications that follow these instructions. Generic copy-paste applications are deleted without reading.
Start your application with the word "FLOWSTATE" in the first line.

Answer these three questions (short paragraphs, in your own words — AI-generated answers are obvious and will be rejected):

A subscriber emails: "This didn't work for me, cancel my subscription and refund me." Write your exact reply.

Tell us about a support system or process you built that made a team more efficient. What was the measurable result?

Which support tools have you personally used (be specific — name the platforms), and what did you use them for?

Include your expected monthly salary and earliest start date.

Attach a short Loom video (2–3 minutes) introducing yourself and telling us why this role fits you.

Applications missing any of the above will not be considered. If you're detail-orientated, this is your first chance to test and show your expertise and potentially gain a role in one of the fastest-growing brands in the UK.

SKILL REQUIREMENT

Customer Support Customer Support Management Administrative Support

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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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