About the Role
Our client is a fast-growing healthy CPG brand whose products are rooted in nature, clean by design, and crafted with care. As the company grows, it is not just scaling orders but deepening relationships with its customers, and customer support is central to the brand and the business.
It is looking for a Head of Customer Support who doesn’t just manage tickets, but designs systems that reflect care, calm, and clarity at every customer touchpoint. You know that behind every inquiry is a person, and behind every great brand is a world-class support operation.
Who You Are
You are a people-first, process-driven leader. You can zoom out to design scalable systems and zoom in to resolve a delicate issue with nuance and empathy. You know how to build teams, train for tone, and turn everyday conversations into brand loyalty.
Key Responsibilities
- Lead and evolve the customer support strategy, systems, and team as the brand scales across markets
- Own and optimize support operations, including SLAs, workflows, ticket routing, and knowledge management
- Design and implement feedback loops that turn customer insight into product, policy, and experience improvements
- Track and report on core CX metrics (CSAT, response time, resolution rate, and more) to inform team performance and company decisions
- Oversee support platforms and make sure tools are efficient, integrated, and evolving
- Build and nurture a high-performing team, from hiring to training to coaching
- Partner with Marketing, Product, and Operations to keep communication seamless and customer touchpoints aligned
- Lead crisis response, escalations, and sensitive communications with clarity and care
Qualifications
Must Have
- Proven experience leading customer support or CX teams in a high-growth DTC or eCommerce environment
- Strong command of support platforms (such as Zendesk, Shopify, and Klaviyo) and automation tools
- An operational mindset: you enjoy process design, SOPs, and building scalable systems
- Deep understanding of CX metrics and the ability to use data to drive continuous improvement
- Experience managing remote teams across multiple time zones
- A calm, proactive, solutions-first approach to customer challenges
Nice to Have
- Familiarity with U.S. consumer expectations and CX best practices
- Experience with health and wellness, lifestyle, or mission-driven brands
- Background in customer lifecycle, retention, or post-purchase engagement strategy